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5 Ways Vertafore Invests in World-Class Customer Support

Posted on November 03, 2016 by Sara Wong

Customizing Customer Support 

With over 500,000 customers Vertafore has become more than the largest provider of enterprise insurance software, we’ve become experts in customer support. One of the most important lessons we’ve learned centers around flexibility. Over the last 40 years we’ve learned it’s essential to provide customers with multiple help and support options that support their learning style and schedule. We don’t believe in a ‘one size fits all’ approach, rather, we believe in a help system that offers a flexible mix of guided and self-service tools allowing each customer to determine what form of help works best for them. 

Below are 5 of the ways that we bring this belief to life and invest in our goal of providing world-class customer support.  

1. Help

Help is found within every Vertafore product and helps customers solve simple problems quickly without leaving the product.

Value:  

- Help is available 24/7.

- It's faster for customers to find information in Help vs. calling Support. Best used for smaller, less complex issues and trouble shooting. 

- Help is updated regularly, so the most up-to-date information about how a product works is available whenever it’s needed.

- A growing set of videos are also available to help with common tasks.

2. Support

Vertafore offers both online support and phone support to all customers. 

Support resources:

- My Vertafore is an online support and learning center with over 14,000 knowledge base articles that is available 24/7.

- Interactive chat is available for quick answers.

- Phone support is available from 7 a.m. – 10 p.m. EST from Monday to Friday except on holidays.

Learn more about Vertafore support

3. Customer Community

The Vertafore Customer Community is an online space where customers can connect with each other and Vertafore employees, find helpful content, share ideas, and start discussions. 

Value:

- Sign up for the community at no additional cost. Sign up here.

- Share and vote on ideas to improve Vertafore products.

- Ask questions to Vertafore employees directly including Product Managers and Developers.

- Engage, interact, and share best practices with other Vertafore customers. 

Learn more about the customer community

4. NetVU

NetVU (Network of Vertafore Users) is a group that helps Vertafore users connect to exchange ideas, promote education, and discuss technology innovation in the insurance industry.

Value:

- Join a NetVU chapter to connect and learn more about products with users at the local level.

- Take part in NetVU Conference: the largest annual insurance technology conference.

- Participate in NCOM, a NetVU-run online forum where you can connect with your peers.

Learn more about NetVU

5. Vertafore University

Vertafore University is an online learning portal where all customers can go for in-depth, self-paced training about various Vertafore products.

Value:

- Watch short, educational videos at your desk as your schedule allows.

- Register for live webinars with expert trainers.

- Choose from over 200 courses that have been accessed over 55,000 times by thousands of learners this quarter alone.

Sign up for Vertafore University

Customer support your way

Each customer support channel listed above is intended to provide our customers with excellent service however they need it, whenever they need it. There are many other ways we support our existing customers, and it's not limited to product tips and tricks. We have a variety of services that we provide (again, born from our years of experience) that are intended to help our customers reach and achieve their business goals. Please don't hesitate to reach out if you're interested in learning more about how Vertafore can help you. 

 

 
 

 

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