We are making updates to our systems so we can help you more effectively through our Support channels.
These updates will involve consolidating the internal system we use to manage Support enquiries and our wider business, so our Support Team can access the right information at the right time. This change will mean our departments can see your entire journey as a customer in one consolidated location. This will help us help you whenever you contact our Support, Sales or Training Teams, because they will be fully informed on your experience and interactions with Genie Solutions. This update is also an opportunity to improve the way we provide self-service help options to your practice, so you’re able to get the answers you need quickly and easily.
The process you follow to get in touch with our team through chat, email and phone will not change – we’ll still be here when you need us! However, you may notice some improvements and minor changes we’ll discuss below.
What it means for you
Knowledgebase improvements
You may notice some changes to how our Genie and Gentu Knowledgebases look and how information is organised. We will be updating some of our most popular help articles to make these easier for you to find what you’re after. All the information you rely on will still be there and accessible 24/7.
A new look for Live Chat
There will be some updates to the appearance of Live Chat. This will still be accessible from our Knowledgebases and from within Gentu.
New product communities
If you use our Gentu or Genie product communities, you may notice some changes to the appearance as well as some more functional changes – look out for updates on this soon.
Seamlessly submit Support tickets
Some cosmetic changes will be made to the page where you submit Support tickets for Genie and Gentu but the process for this will stay the same.
Read more about the updates
Our Knowledgebase articles will provide more information on the changes and how you can get in touch with us on each channel:
What’s next?
We are planning to make further improvements to our Support channels next year on this new system. We’ll keep you updated as we progress through these changes.
