How is customer service and support handled?
XCM’s first line of client support is handled through email. XCM maintains a 90% success rate in responding to all support inquires within two hours of receipt, and 80% of all support inquiries are successfully closed within 24 hours. Additional protocols are in place to ensure that support requests requiring additional knowledge or technical expertise are escalated and resolved via phone or web-based conferencing. To ensure quality, support requests received through email are randomly selected to receive a Client Satisfaction Survey, which average a 90% satisfaction rating. Client Support is an unlimited service, available to all users.