Dependable support you can have confidence in
The support team at ICUK has always been at the core of our business. They are the largest team here, available on the phone and via email regardless of the question. Each member is highly experienced, worked in our industries for many years, and know our platform inside and out. They are passionate about delivering the very best for you and your clients, always going the extra mile to achieve our end goals. It is their experiences and feedback which ultimate then go on to feed our development road map, so what was a problem today for one client, isn't tomorrow with another.
Our support team, the largest team within ICUK, operates from our Purley head quarters. They sit alongside all the other teams, including development. This provides us with unrivalled communication channels allowing us to consistently exceed customers expectations should a fault arise.
We don't want a situation whereby you feel reliant on our support teams. That is why for the past 12 years we have worked hard to build our own platform empowering you to see and interact with our platforms. Real time information and diagnostics are at your finger tips ensuring you can help your clients confidently.
Should the worst arise, and you need our assistance, we're a call or email away. No need to press additional digits to reach a member of support, instead they are the team who answer and can handle your call. Most emails sent to our support desk are replied to in less than 30 minutes with a detailed personal reply (no scripted answers).
We provide free sales and support training to all our resellers and their staff. Training is provided on a one-to-one basis and can be tailored to specific topics. Those using our wholesale telecoms and billing systems, in particular, are recommended to attend ensuring they get the most from the platform and avoid mistakes or misconceptions.
We have hundreds of support guides for all elements of the platform. This can be covering articles such as how to complete tasks within the control panel, through to detailed descriptions of services for reference. Each article can be linked to and printable versions available. Within client control panels, they too can find basic topics covered providing them with information at their fingertips without the need to contact you.
A large number of friendly step-by-step support guides have been written for our all our reseller platforms. They cover common faults and problems ranging from intermittent broadband, through to Wordpress security best practice. These are an extension of our standard help files and provided in PDF form for quick reference and easy distribution. We even provide check lists, giving your front line team an easy reference point to capture as many details about a fault at the first point of contact.
Within the reseller platform we provide you access to a portfolio of white label literature you can readily download, rebrand, and repurpose with your clients. These downloads include topics such as embracing new technologies (such as leased lines), and how our platforms operate providing technical knowledge for your presentations.
We want to see our resellers succeed, especially when it comes to reselling our platforms. Tell us how we can help you and we will do our best to facilitate. This can be anything from attending meetings with large prospects, through aiding you in completing phone bill comparisons. We have additional man power to help you.