Frequently Asked Questions
Do I have to install or download anything to use the VeriSupport Support Ranking (SR) Program?
VeriSupport is easily integrated into your website and company operations with little effort. There are no components to install as VeriSupport's Automated E–Commerce Evaluator (ACE) analyzes your online security and gathers real–time customer feedback without a single line of code!
How does VeriSupport calculate my Support Ranking?
The SR is calculated based upon a proprietary mathematical framework that utilizes data gathered from our ACE engine, our manual assessment of your live chat and phone support, and real-time customer feedback.
How often is my Support Ranking updated?
Your Support Ranking will be updated periodically as explained in your Support Ranking (SR) program contract.
How can users see my SR score?
Through the SR Score Certificate that you can integrate into your website, you can display your SR score to your online visitors at any time. When clicked on, the certificate displays detailed information about the elements comprising your score as well as an opportunity to provide real-time feedback. These elements include:
On what criteria do the VeriSupport Agents grade my live chat and phone support channels?
We assess them on a number of criteria including responsiveness (i.e., how long does it take to respond to an email, a live-chat request, or a phone call), thoroughness (i.e., how well the representative can answer the customer questions and deal with their issue), and expertise (i.e., are the support agents knowledgeable enough to provide answers to the user’s questions)?
How do you prevent my customers from “stuffing the ballot box” for the real-time customer feedback portion of my score?
We utilize a number of technologies to ensure that customers are allowed to provide real-time feedback only once per visit.
What are the Support Ranking scores?
The SR is scored on a 1-10 scale. For most companies, achieving a ranking of 6-7 is very achievable. Scoring above 7, though, requires a significant commitment on the part of the business to provide comprehensive and actual support (in a variety of channels) as well as a secured site. 9 and 10 scores are reserved for those companies that can significantly demonstrate their reliability as a company.
Where can I view detailed information about the data that VeriSupport has gathered about my online store?
You can login to the VeriSupport ACE using the user name and password with which you registered for the Support Ranking (SR) Program. Once authenticated, you will gain access to a variety of reports to analyze the data and respond to customer support requests.
What if I disagree with the ACE engine or my store utilizes special technologies?
We understand that websites are complicated and that yours may have technologies or process with which our ACE engine cannot interact. In those instances, a VeriSupport Technical Agent will work directly with you to make sure that your SR score reflects the true nature of your online operations.
What elements of my website security does the ACE engine assess?
The ACE engine assesses the front-line security (i.e., HTTPs) as well as back-end transaction processing using out proprietary spidering technologies.
How do the VeriSupport Agents assess my live chat?
First, our engine makes sure that live chat is not manned by bots. Once the ACE engine has ascertained that a human being is connected to the live chat, our Field Agents will engage in a dialog with your support representative just like a customer would.
What level of detail can I see about my live-support channel assessments?
Through the Support Ranking (SR) Program Business Intelligence tools, you can see a case-by-case breakdown of our agent’s interaction with your live support. From phone to email to chat, each interaction between our agents and your representatives is logged, recorded, and stored for future analysis.