Help Center Relaunch & Other Support Changes

We’re pleased to announce some exciting changes to the Cargas Energy Help Center as well as some of our support processes. Many of these changes were made based on the responses you provided in the 2019 Customer Survey. Thank you for sharing your feedback. Your responses help us understand how we can make your experience as a Cargas customer better.

Submit Your Feedback: 2020 Customer Survey

Your feedback is crucial to the future of Cargas Energy and our team. We want to make sure we’re meeting your expectations. Please tell us how we’re doing and where we can improve by filling out the 2020 Customer Survey.

TAKE SURVEY

Help Center Updates

The Cargas Energy Help Center has a brand new look! Reminder: The Help Center is your one-stop-shop for help and information about Cargas Energy. In the Help Center, you can submit a support ticket or product suggestion. You can also access the Knowledge Base (which contains helpful articles and videos) and the Cargas Connections forums (where you can chat with and ask questions of other Cargas Energy customers).

New design: We hope this new look will make the Help Center easier for you to use by consolidating information and reducing scrolling. We’ve also added quick links so you can easily navigate to our top content like the latest posts, product suggestions, videos, and more.

New chat feature: Chat live with a support consultant! Use the new Help button to start a chat from anywhere in the Help Center. This is a great way to get answers to quick questions that don’t require a support ticket.

Log in to the help center here to check out these updates!

Other Support Changes

Here are some of the concerns you expressed in the 2019 Customer Satisfaction survey and the changes we are making to address them.

Your feedback: The response time for support tickets is too long.

Our response: The new live chat feature in the Cargas Energy Help Center allows you to get immediate assistance from a support consultant.

Your feedback: When I call support, I don’t get an answer.

Our response: We have improved our call reporting so we can track missed calls and flag them for immediate follow-up.

Your feedback: It takes too long to escalate tickets from Level 1 (Customer Support) to Level 2 (Technical Support).

Our response: We’ve divided our support team into two groups: Customer Support and Technical Support.

The Customer Support team, under our new Customer Support Manager, Pam Morrissey, is responsible for receiving all support calls and tickets and routing them to the appropriate support consultant. General questions about using Cargas Energy will be handled by this team, while technical issues will be routed to the Technical Support team immediately.

The Technical Support team, under Bob Graybill, will continue to focus on resolving technical support tickets.

We’ve also enabled ticket forms for support tickets created in the Cargas Energy Help Center to help route the tickets to the appropriate support consultant.

Your feedback: Too many growing pains are evident on the support team. Support consultants need better knowledge of Cargas Energy and better customer service skills.

Our response: Our new Customer Support Playbook is designed to get new support consultants up to speed on Cargas Energy faster. To help our team improve and maintain their knowledge of the software and learn about new features, our support consultants will regularly attend online training courses outlined by our new Customer Support Training calendar. Support consultants are also attending LinkedIn Learning courses to enhance their customer service skills.

Your feedback: I want members of my team to have access to content in the Help Center but not the ability to submit support tickets.

Our response: The new Limited Access User for the Help Center provides access to the Knowledge Base, Cargas Connections forums, and the Product Management Portal but does not provide access to enter support tickets. New Cargas Energy users and/or new employees are automatically set up with this level of access unless you request that they have Full Access. To find out more about the level of access your users have, please reach out to your Customer Success Manager.

We’ve also added a Help button in Cargas Energy, which can be accessed from any screen in the software. The help button allows any user to search and access Help Center content without leaving Cargas Energy.

Your feedback: The documentation and other information I find in the Knowledge Base is too basic and not useful.

Our response: We’ve formed a new team dedicated solely to generating useful and valuable content for our customers. As part of this change, we’ve also adopted a new methodology for creating and updating Knowledge Base articles so we are continuously addressing new topics and producing a variety of content. The newly redesigned Help Center will also allow you to navigate content more easily so you can find exactly what you’re looking for.

Your feedback: I’d like ongoing training opportunities.

Our response: Join an Office Hours session with Systems Consultant Billy Ward! This new webinars series offers short sessions on specific topics to provide ongoing training and Q&A opportunities.

Your feedback: The Implementation and Technical Services teams are always working on new projects. I have to wait too long for work to be done on my software.

Our response: We’ve formed a new team dedicated solely to existing customer projects like module implementations, customizations, and more.

We need your feedback!

Your feedback is crucial to the future of Cargas Energy and our team. We want to make sure we’re meeting your expectations. Please tell us how we’re doing and where we can improve. Fill out the 2020 Customer Survey.
TAKE SURVEY