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Bronto Support Changes
October 4th, 2006 by Bronto Software
Based on your feedback, we are expanding the support resources available to you. Going forward, you will have the full force of the Bronto Support team working to respond to your needs. This will translate to faster response times and greater access to technical resources.
We’ve enabled a “Contact Support” form that you can use to contact the Bronto Support team. You can access this form via the link in the header on every page in your account. Enter your question(s) , with a detailed description, just as you would an email, submit the form, and the Support Team will quickly triage your request for response. This form replaces the current email & phone methods for interacting with Bronto Support. You will find this method faster and easier to use than current methods.
You will still have a “Lead Support Associate” that is responsible for your orientation and overall satisfaction at Bronto. We will display their contact information on the support form. Feel free to get in touch with your Lead Associate at any time.
Thank you for your feedback & support!
Bronto Support Team
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It was a missing piece and I’m glad you added it. I tried it for the first time today, my feedback is that it’s a good first step but you might find full-fledged support/ticketing systems to scale better (there are ASPs for that purpose just as Bronto is in the ESP world).
I have to ask for an email copy to keep an electronic trail since I can’t see a history of my open/closed tickets. I like to have that copy in my inbox, but I’d also like your support site to “remember” what it handled. It doesn’t make much of a difference if just one person is trying to interact with your support, but as it is it doesn’t let us involve several people on our end if need be. I could open a ticket and ask someone else to see through it while I’m on vacation or if I want to delegate the execution of certain tasks. Anyway you probably have plans to expand that feature.
Thanks for the feedback, Olivier. As you’ve already inferred, we certainly have plans to build out this area of our service in the very near future.
We’ll keep you posted…
Great news! We’re big fans of Bronto technology, but have been consistently underwhelmed with the informal account rep call/email method.
Haven’t had a chance to try out the new method, but glad to hear it’s there for us!