So, your screen is black. Or it has wrong content. What do you do? Can you easily fix it your self, or are you required to contact a support center somewehere in the world?Our software has an intuitive backend where it is easy to configure the screens, read logs, see if it is online etc. The idea is that users should easily be able to fix potential issues by them selves.
And if you are required to contact support. What is the response time? It might be days! And when you get a reply, it can be a default reply, asking you to perform the error investigation. Which makes some more days go pass since you usually are required to reply to that email and wait for them to get back to you one more time
When we get a support request from a customer we drop all other tasks and immediatelly start looking into the issue. A faulty screen is bad for business. And letting anyone wait for days to get the screen fixed is unacceptable. Ever since the start of our digital signage journey, we have had a reputation for giving extraordinary good customer service. It is on our genes and we always stribe to assist within minutes. Not days.