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A New Look for ESM’s Customer Support Portal

At ESM, we’re committed to continuously improving our customer support so that you can spend less time searching for answers and more time doing the work that makes a difference to your organization.

Regardless of what industry you’re in, providing good customer service is table stakes.

But at ESM, we want to do more than just provide you with the essentials to answer your questions and solve customer support issues. We want to continuously improve and optimize your experience with customer support. That’s why we’re launching a brand new customer support portal just for you.

Built on innovative Zendesk technology, the new customer support portal elevates the experience you’ll have with our customer support team. With a modern, intuitive support interface, our new support portal delivers a self-service environment that makes it easier and faster for you to find the help you need.

Here are just a few new capabilities designed to continuously improve your experience with our support team:

● Streamlined navigation

We know that finding the information you need to answer a question can be difficult. Our updated navigation provides better organization of the underlying content, making it easy to find what you’re looking for

● Content promotion

Searching for content can be tedious. Now, instead of reactively searching for content, we’ll proactively surface the topics from the knowledge base that you care about most

● Service ticket enhancements

One of the most commonly-asked questions from customers is “what is the status of my ticket?” Now, you’ll be able to easily find and view status updates via self-service capabilities, and with the appropriate permissions, see all tickets logged for your institution

● Self-service account set-up

Annually communicating role and permissions changes is inefficient. New self-service account set-up capabilities streamline this process by allowing you to set up your own new accounts.

And that’s not all. We’re already thinking about new ways to continuously improve your support experience. For example, we’re exploring community capabilities where you’ll be able to connect with like-minded users to collaboratively share best practices and offer – and receive! – advice from your peers as well as ESM experts.

At ESM, we’re committed to continuously improving our customer support so that you can spend less time searching for answers and more time doing the work that makes a difference to your organization. Our new, modernized customer support portal saves you valuable time by allowing you to easily find answers to your questions and solve the problem at hand. Customers can access the new portal here. And if you’re looking for more detailed instructions, please review our customer guide to service.

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