Support transitioning to Desk.com

This summer our support team has been working to launch a big change to how we communicate with you. Starting next week, we will transition to Desk.com, an “all-in-one customer support app designed to meet the challenges faced by fast-growing companies.”

We’re excited for the new features this app brings and think the change will benefit both you and our support team. We've highlighted some changes below, but you can continue to contact us by emailing support@prestosports.com.

Like any big change, there may be a learning curve for our team. We’ve spent many hours learning the new program and training with it, but transitioning to live, large amounts of support tickets may produce a few hiccups for our team. We don’t anticipate you noticing a difference, but if you do, just let us know! Please shoot us another email if you don’t receive a response in our normal 30-minute response time.

Features you'll like:

• Live chat: Our email responses are very quick, but if you want to live chat with a member of our support team, you can now open a chat! Don’t worry about not being able to reference the chat in the future — an email transcript can be sent once the chat is complete.
• Knowledge center: Similar to our existing Help Center, you can find step-by-step instructions for adding content to Game day and your website. Now, when you email us from this page, the Knowledge Center will give you suggestions based on keywords in your email.
• Better search for Knowledge Center pages: We can now add additional key terms to our pages to improve the search results. You may search “folder,” but we call the content type “section.”  This improved search will help you find the right page.
• Incorporating the Knowledge Center into our emails: The two are now tied together so we can insert pages from our Knowledge Center directly into our emails.

Features we'll like:

• Integration with our existing apps: We currently use apps such as JIRA (tracking internal tickets), HipChat (communicating within the office) and Nicereply (tracking our customer satisfaction) to improve our internal efficiency. Desk.com is integrated with each app to streamline our work and communication.
• Metrics to track our response time, resolution time, number of cases: We’re always working to make our customer support better. Desk.com will give us the ability to see real-time reports.  
• Customer contact database: Now when you email our team, your ticket will automatically link to past emails. This will make it easier for us to view our communication history and reference past tickets.