The Avanti Client Care Team is here to help you navigate, troubleshoot, and advise on anything from configuration changes to report creation. Think of us as your partner at Avanti. It’s our job to make sure you get the best Avanti has to offer. Welcome to Avanti Client Care!
How does Client Care fit into your experience at Avanti?
Our response times are among some of the best in the industry and we pride ourselves on resolving issues as quickly and efficiently as we can for our clients. Client Care tickets are triaged based on urgency – the most urgent requests are handled first, allowing us to respond in a timely manner.
Unlike some of our competitors, we don’t require pre-scheduling through email – you can pick up the phone and get in touch with us right away. Even if no one is available, you are put in the queue and always receive a callback.
When you submit a ticket to Avanti Client Care we triage your item to ensure we are getting to the most urgent items first. Here's what you can expect for ticket response times:
* We get back to you ASAP, typically any urgent resolution is provided within 24 hours.
Continuous feedback and improvement
Our Customer Satisfaction Rating (CSAT) typically sits at 98%. This is a number we can hang our hat on. We review every CSAT rating and follow-up on any negative reviews. We also take every piece of feedback we receive and input it into our UserVoice feedback forum. This gives our development teams insight into any issues requiring attention and gives us opportunities to improve and innovate Avanti products.
The tools we use to help you
We use a trusted video-conferencing and VOIP service for calls and screen shares – being able to see the issue helps us resolve issues faster.
We also use Freshdesk, a client-support platform for requesting, tracking, and collaborating on Client Care cases.
Our Self-Service Help Centre is accessible and always on hand for easy troubleshooting and brushing up on Avanti product resources and helpful content.
The people behind the screens
Get to know your Avanti Client Care team:
Every business is unique, which is why our online payroll solution is built to handle all the complexities associated with running your business, not just a business.