Growing With You: A Look Inside Our New & Improved Customer Support
Here at Safiery, our journey in the advanced power systems and lithium battery field has been incredible, and it’s all thanks to you, our customers. Your feedback, your projects, and your trust have been the bedrock of our growth. Today, we want to share some exciting news about how we’ve evolved to serve you even better.
We’ve now completed over 850 custom jobs, not including our online sales, and we’re incredibly grateful for the feedback you’ve provided along the way. We’ve listened carefully, and in response, we have fundamentally upgraded our customer support structure.
We have come a long way from the early days when, we admit, our support was thin. We’re thrilled to announce that our support team has grown from a single person to a dedicated, structured team of six specialists.
Global Exports now exceed 25% of Shipments
Global customers in different time bases and cultures require local support from a distributor. Backing up the distributor, Safiery has level 2 and level 3 expertise. For shipments direct to end users, Vince leads the global support contact process with fast response in 24 hours.
From One to Six: Introducing the Safiery Support Team
From Left to right: Vince Level 1 and Gold Support dedicated contact; John Level 1 repairs and Level 2 Victron Support; David Level 2 Scotty, Lithium BMS and STAR range support; Lachlan Level 2 BMG Specialist and hardware support; Peter Level 3 STAR Range and NMEA Specialist; and Gan, Level 3 Scotty, STAR Range, CAN and NMEA Specialist.
This isn’t just about adding more people; it’s about creating a more intelligent, efficient, and responsive system designed to get you the right answer, faster. Our support is now organized into three distinct levels.
Level 1: Your First Point of Contact
When you reach out, your first point of contact will be our Level 1 support team. Their role is to:
- Take and log all your queries into our comprehensive customer database.
- Instantly link your query to the original job build, giving them immediate access to images, test sheets, and the specific details of your system.
- Utilize a powerful AI-driven knowledge base to resolve issues quickly. In fact, our AI chatbot already successfully handles 60% of all online queries!
This AI repository is a powerful tool, containing every Safiery and Victron product manual, access to the professional community knowledge base, and a growing database of every previously resolved issue.
Level 2: Deep Technical Expertise
If a query requires deeper technical investigation, our Level 1 support will bring in a Level 2 specialist. This team has the in-depth product knowledge and diagnostic skills to troubleshoot more complex system behaviors and interactions.
Level 3: Expert System Consultation
Occasionally, we find a customer’s needs have evolved. You might want to repurpose your system, add new capabilities, or change how it operates. This is where our Level 3 support comes in. They are our system architects who can provide expert-level consultation to help you safely and effectively adapt your power system to your new requirements.
Sales Team are hand picked Specialist that often take initiative and Assist
Our sales team are selected first and foremost for their technical expertise. As a first point of contact for many customers they guide the easy resolution of typical operational issues. They are there to also escalate issues need urgent deep attention.
A Renewed Commitment to You
This new structure is our commitment to you. It’s a system built on the lessons we’ve learned and designed to be a reliable resource you can count on. With around 20 online queries and 3-4 phone calls a day, we are now better equipped than ever to provide timely and accurate support.
We know that some of you may have experienced our “thin” support in the early days. All we ask is that if you have been dissatisfied with our support in the past, please try us again.
We are confident that our new team and our powerful support systems will not just meet, but delight you.
Thank you again for being on this journey with us.