Support

When you need support, our SCP certification is your assurance of high quality and consistency. We meet standards for world class technical support in all 15 areas measured by SCP, demonstrating the depth of our commitment to support service excellence.

Quick, Effective Resolution

When you have a question about using a product, or interpreting a report or system message, you want it resolved fast, so you can focus on your business. DoubleClick’s SCP-certified customer services provide rapid response, averaging about 30 minutes response time

How do our customers feel about all of this? Last year our customer satisfaction rating exceeded 94%, well above the industry average. (Our approach to measuring satisfaction is SCP-audited).

DoubleClick’s Customer Resource Centre offers a fast, easy way to notify us of your issues. You can also peruse our knowledge base, containing:

  • Over 15,000 easily-searchable articles
  • FAQs
  • Technical updates
  • Product documentation
  • Productivity tools

Choose Platinum Support for Complex Service Needs

DoubleClick’s Platinum Support provides you with a named Platinum Support Account Manager, who serves as your point of contact with Technical Support, handling cases and resolving issues, and providing best practices guidance. Platinum Support also gives you:

  • Regular technical calls to discuss upcoming DoubleClick rollouts and their potential impact on the customer’s business, review open cases and provide status on open product enhancement requests
  • Support history reporting
  • Onsite visits from your Platinum Support Account Manager
  • A custom escalation chart and custom web page to simplify your communications with DoubleClick personnel

Building on Customer Feedback

DoubleClick uses customer feedback to continuously improve our products and services. Most of our product upgrades and enhancements are customer-driven. We collect feedback through customer and user group meetings, event-based surveys (limited to once a month), user group meetings and industry events, and an "Any Time Feedback" button on the Customer Resource Centre home page.

Communicate and Collaborate

DoubleClick’s community forums give you an opportunity to share experiences and solutions with other customers. Whether you look to our product boards, blogs or announcements, you’ll be able to network and collaborate anywhere, any time.



SCP Criteria Address These Areas:

  • Customer feedback mechanisms
  • Service delivery processes: managing interactions with customers, setting expectations, proactive communications
  • Performance metrics: goals, quantitative measures for key indicators
  • Training programs for support representatives
  • People programs: resource management and support for people who work in support
  • Corporate commitment and strategy: starting at the executive level
  • Productivity Tools: automation to streamline access to support staff, record critical customer information, and provide resources to speed problem resolution process
  • Integrated electronic service delivery offering
  • Total quality management: processes and procedures for ensuring the quality of every interaction
  • Research and development interface: knowledge transfer, with strong relationships so customer identified issues can be addressed rapidly and changes incorporated into product updates and future releases.
  • Sales and service interface: strong relationships so customer expectations are properly set and complaints minimised
  • Financial Management: efficiency, cost control and revenue generation