Introduction
Milton Valdebran, Support Manager at HiView, has been an integral part of our team for the past two years. He plays a key role in our ongoing success with clients. In this interview, I sat down with Milton to discuss his role and his approach to client support. We also talked about how he works with the support team to ensure a smooth transition into Google Workspace after your migration.
Interview Q&A Section
Q. What are HiView’s support services and who are they designed to help?
A. “These are support services for all of the HiView customers. We do have a different type of services on HiView as a Google partner…; So we do provide the support for all of this, but only for HiView Solutions customers. So for any other type of Google customer at the moment, they can inquire about being a HiView customer and that way they can get our support services as well.”
Q. What are the core features or offerings included in HiView Support Services?
A. “So the core features is offering phone support or video support… So whenever we have a different type of customer support tickets, if there’s something that can be tackled via email, we go ahead and do it. But one of the main features is us providing this type of phone support or video meeting in case something needs to be screen shared. We start troubleshooting that way, so our customers can know that it’s a personalized support. It is not just someone replying via email or some chatbot via email.”
Q. How do these services add value for clients beyond standard support?
A. “I think that it adds that personal touch. Lately, we have a lot of tools via AI, which those are good…; But for support, it’s always good to have that personal touch and having a person handling the tickets…; So we add that personal value to our support services.”
Q. How do these services scale or adapt to clients of different sizes or needs?
A. “We have customers from different sizes. Depending on what the customer needs, they can explain to us what the company is about and what their current support options are about. They also share what they’re looking for. Besides myself and the technical support team…we also have our billing team and our cloud engineers…; Even if it’s just for Google Workspace questions…; Depending on what they need they can send in the scenario. We can then go ahead and tackle it with all of our team involved.”
Q. What’s one thing you’d want every client or prospect to know about HiView Support Services?
A. “I’d like everyone to know that we use and embrace AI for a lot of processes. The support part of the customer support and the technical support will always be people helping people. That is the main thing from us to our customers, we will use different tools to handle the problems. But the way we will interact with them will be person to person.”
Full Interview
Note from Author
I’d like to thank Milton for taking the time to be interviewed and for sharing insights beyond the day-to-day work of the support team. He discussed all the exciting developments ahead. To learn more about how Milton and our team can support you, watch the full interview below or on our YouTube Channel. Feel free to contact us directly through our website.
