Get more from your software with enhanced support from Patchworks
March 17
At Patchworks, we’re constantly refining our processes to make sure our customers are getting the best experience possible. And over the past year, we’ve made some really exciting changes to our support services.
Here’s a quick look at what we’re doing differently.
The Patchworks effect
Sometimes, tech can feel like a little bit of a faceless industry. The product itself might be exceptional, but when it comes to support, you’ll often find yourself stuck behind a ticket system, waiting days for issues to be investigated. And when you’re working with multiple different platforms, it’s not always clear where those issues originate from – which means accessing the right support becomes even more complicated.
That’s why we’re doing things a little differently.
"Patchworks’ communication via the Patchworks Dashboard and Slack has been great. Not only are we able to communicate directly with coders and engineers, but we also receive regular updates, feedback and advice from the Director of Sales and other senior members of the team."
Riaz Mohamed, Warehouse Manager at Manière De Voir
Through tailored packages, an extended support schedule and collaborative hypercare options, we’re making sure that every single one of our clients has exactly what they need to thrive. For small businesses, that means keeping costs low with an easy-to-use helpdesk and a self-service dashboard. And for global brands, that means accessing support services instantly – no ticketing system necessary.
Because Patchworks isn’t just a product – we’re a partner. And your success matters.
So, what’s new?
We’ve introduced tailored support tiers
Different businesses need different levels of support – which is why we’ve redesigned our packages to suit brands of all sizes. From standard ticket management all the way through to dedicated account managers, monthly reporting and instant communication, we’ve got all your bases covered. And when it’s time to grow, you can scale your package up to match your needs.
“I think that Patchworks is very impressive. We were confident and impressed, thanks to the customer service that was delivered to us and the knowledge of the Patchworks team, with 24/7 support available via Slack – something I wish all of our partners had enabled with us.”
Josh Pierce, Co-founder of Jaxxon
We’ve extended our support hours
Our more advanced packages now include an extended support schedule, covering a wide range of timezones. As well as support from 5am - 12am during the week, we offer weekend cover to help with any severe issues or outages (outlined as S1 in our service level agreements).
We’re supporting more enterprises than ever before
Sellout launches, complex bundles, millions of sales a day – our enterprise customers do some impressive stuff. But to manage a business of that size, they need to know they can count on their tech not to let them down.
Our Enterprise Support Package gives brands instant access to our support team – whether that’s on the phone or through a dedicated Slack channel. Not only that, but we collaborate directly with enterprise brands to help them prepare for high-profile sales, making sure everything’s ready to go off without a hitch. And if any issues do crop up, we’re on-hand 24/7 throughout those key sales periods.
“Patchworks’ service levels are amazing. On every big launch we’re on video calls to ensure that we’re monitoring all services together, which gives you real peace of mind. This year we had 24/7 support through the Black Friday period. We launched our sale at 7pm and managed to get to bed at around 1am. Fortunately, we had two keen Patchworkers sending us hourly health updates through the night until we were back in the office first thing.”
Jack Humphreys, Chief Operating Officer at Lounge Underwear
In the middle, not in the way
All software runs into issues occasionally. But when you’re managing an entire tech stack – complete with an ecommerce platform, ERP, warehouse system, POS app and beyond – it can be difficult to know where the issue came from, let alone how to fix it.
Our support packages give you that extra layer of security when it comes to your tech. As well as managing your integrations, we’ll investigate any issues with your software – including identifying the source and, if applicable, establishing processes to make sure it doesn’t happen again. If it’s a problem with a third-party app, we’ll give you all the details you need to raise the issue with your tech provider. Simple.
Here for you from day one
Looking for a better level of support from your integration provider? Get in touch today to see what Patchworks can do for your brand. We’d love to have you on the team.
