SMT are committed to delivering first-class support to all our customers as part of a company-wide ‘Customer First’ ethos and we always endeavour to work closely with them to ensure both ongoing success and satisfaction
– Dr Rob Forrest, Customer Support Manager, SMT
At SMT we believe that providing great customer support is crucial to our mission.
It is highly important to us that we are helping our customers achieve their objectives efficiently.
That is why our customer support team will always go the extra mile to ensure that our customers receive excellent service.
When conducting our annual user satisfaction survey, our internal metrics consistently show that almost 100% of all participants are satisfied with our customer support division.
While we are proud of this, we will spare no effort in continuing to improve our support and service to our customers.
Our overall satisfaction percentage can be partly accredited to our high response rate, as 90% of all queries in 2019 were responded to within one business day: and close to 100% within 2 business days.
It is important to us that our customers can communicate with all different levels of staff at SMT, whether it’d be a member of our customer support team or our software engineering director.
Over the past 16 years, we are proud to have built a reliable and dependable reputation from our customers.
Listen to what our customers have to say about SMTs customer support team:
“I found SMT technical support team to be of very high quality both in content and the quick response time.”
“I rated the support with 5 stars because I appreciate the prompt responses to smaller items and situations I need help within… Thank you!”
“I think the support folks that we dealt with have been very knowledgeable and worked with us to resolve issues in a timely manner.”
For our existing customers, we have a dedicated support website where you can raise a queries, find training modules, watch video tutorials, download the latest version of the software and more.