Investing in Customer Support
 At SMART, our goal is to provide you with an outstanding customer experience through world-class service. To accomplish this, we’ve invested in many areas, one of which is the hiring of new staff. We’ve recently increased the number of our technical support staff by 45%.
SMART has also invested significantly in new systems and tools to make us more efficient and available to respond to our customers. Our new interactive voice response system, for example, makes it easier and faster for you to reach a specialist with expertise in the area of support you need. Furthermore, we can answer your phone calls within 10 seconds and resolve around 90% of issues immediately, without the need for call-back or transfer.
Of particular note, we now offer support options that include phone, e-mail and chat, as well as a choice of call-back time for your convenience. We’ve also enhanced our range of self-serve tools, enabling you to easily access product installation, user, integration, activation, troubleshooting and maintenance information, as well as online training tutorials, which you can find on the SMART Support website.
Glenn McCormack
Director, Customer Services
SMART Technologies
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