We believe that the best membership software available is only as strong as the support behind it. Timberlake provides unlimited phone, email and online support for every client. Timberlake’s entire support team is driven and incentivized by five “A’s.” They are:
1Accessibility Timberlake makes it easy for clients to contact us. We have a “live person” front desk who can direct your call to the appropriate area in support and our voicemail system has been designed to be very easy to navigate. Emails can be sent to a specific address (firstname.lastname@example.org) that is received by members on the support team. Timberlake’s 2010 average response with a solution was less than three business hours from the initial client request. Timberlake’s online support portal provides everyone at Timberlake and each of our clients with the ability to submit requests, view current request statuses and also view all previous requests and invoices.
2Availability Our support team is available every business day from 9:00am EST to 5pm EST. Each support member has the ability to work on your support question until it is answered or escalate it. Frequently, the support team will launch a webinar window to share screens so our client with the question can see exactly how or what is required to achieve their goal.
3Accountability We take ownership of your needs and issues. Our support team will always let you know what we will do and what it will take to get the request accomplished. If there is a problem, we will get it resolved, even if we didn't create the problem. Our support team is here to see your question through until it's resolved.
4Adaptability = Yes! We want your experience with our software to be exceptional. We want to be able to say “Yes” to each of your support requests, or at least find a comparable solution. Many of the support requests trigger ideas for new features or refinements to current ones. The ability to improve the software is a win-win for everyone. Bottom line – we are always open to new ideas and your perspective on the GO!, PRO! and TRANSFORM!
5Actual Abilities Prompt, accurate, polite, and experienced. Our entire staff is experienced and knowledgeable about the industry and our products. The support team recognizes that their role is to make sure our clients are totally comfortable with the software and able to use it to its fullest potential. An internal “week in review” meeting provides an opportunity for our staff to discuss activities over the past week and review client requests. This sharing of experience strengthens every member’s abilities and many of our processes.