Pyronix Technical support with Customer Support Manager Kelly Lees
We caught up with Pyronix Customer Support Manager Kelly Lees, to talk all things Customer Support and to get the lowdown on all the changes and improvements that have been made to provide you with the best possible support.
What technical support services does Pyronix have available for installers?
There’re quite a few options for installers to get in touch…
Our Technical Support team is available Monday to Friday between 08:00 and 18:30 on 0333 444 1280 and via our email: (technicalsupport@pyronix.com).
We’ve recently enhanced the phone line with added options for installers. They can now opt to keep their place in the queue and receive a call-back, they have the option to leave a voicemail when waiting, or they can start an SMS conversation with an agent.
Alternatively, we’ve also recently launched a WhatsApp number, which is exclusively for installers, so they can even drop us a line on there (if you’d like the number contact us at technicalsupport@pyronix.com). We’re also in the process of launching a brand-new web chat service, which will be available soon via PyronixCloud.
We want our support services to be as dynamic and flexible as possible for our installers, so that we’re there to support them on installs – whatever they need support with, our team is there on the platform that suits them.
What sets Pyronix Technical Support apart?
We’re UK based within our Doncaster office and the team is made up of 7 agents, who are all former engineers with 190 years of combined industry experience between them.
The team are all experts in Pyronix products and solutions and because they are all former engineers, they really do understand the complexities and issues that installers are faced with.
We’ve got a wealth of knowledge, vast experience and we’re here to help with any issue or problem the installer is faced with!
Our aim is that every customer who contacts us for technical support should be completely satisfied with the service that they have received; that’s the level that we expect, and if we don’t reach that mark, then we want to hear about it.
We’ve implemented after call surveys to gather this feedback and I am personally responding to customers who leave us their details to understand where we have exceeded expectations and where we can improve for the future.
Why are these changes being made and what impact do you think these changes will have?
We believe it’s important to embrace new technologies and contact channels, to give our customers a choice when they need to contact us.
We want it to be as easy as possible for installers to contact us if they have any issues, so a range of options across various contact platforms helps us do this. It’s our hope that providing as many options as possible enhances their experience with us, as they can access the support they need, as quickly as possible on the platform that’s most convenient to them.
So far, the feedback we’ve had has been really positive! We’re hearing that customers are finding it much easier to get in touch with us and resolve their issue as quickly as possible.
We’re hopeful this will continue going forward, particularly with the planned improvements such as the release of the web-chat function via the PyronixCloud.
How important do you feel it is to continue to develop such channels?
Pyronix has a history and reputation for supporting our customers and our Technical Support Team is no different.
Developing our communication channels makes sure we can engage with our installers in the best way that works for them, while ensuring we’re offering the highest level of support to our customers.
For every installer that gets in touch, what kind of experience do they receive?
I would like to think our team provides more of a ‘personal touch’ as they’ve been in the installer’s shoes and understand what it’s like being on site, trying to complete a job that they need support on. They know what installers are going through and want to help.
All the team are keen problem solvers and are dedicated on getting the issue resolved for the installer every time, in the most friendly and professional way.
How rewarding is it to help installers? Have you got any particular stand out moments or examples?
The team take great pride in helping installers. They find it rewarding when a problem is fixed and the installer is able to get on with their day, knowing that their issue has been fully resolved.
If we can’t solve a problem on the phone, we utilise other experts in the business. Whether this involves speaking to our R&D team or visiting customers on site where required, our goal is to always get a resolution for the installer.
Is there anything else you feel installers should know about Pyronix Technical Support or the services they have available to them?
The main thing is – we’re here to help!
Pyronix Technical Support is just one area that Pyronix is available to support the installer. The launch of the GAP initiative offers support in three key areas of Revenue, Knowledge and Brand to help grow and develop their businesses to reach their full potential. Whether it’s via the Brand element with design services for creating customised products or literature, or the recurring revenue possibilities by choosing Pyronix products and solutions.
As a company, we’re here for our installers.
Get in touch and see what Pyronix support services can do for you!