We are dedicated to enhancing the client experience through innovative solutions, and our latest tool, GadellNet (GNET) Thread, is a testament to this commitment. By integrating directly with Microsoft Teams, GNET Thread allows for seamless communication, ensuring our clients receive timely updates and faster responses right where they are already working. This client-focused approach ensures our interactions are more efficient and effective. Check it out in this short video.
The successful pilot program in Q3 of 2024 highlighted significant improvements in communication. One contributor to the success is GNET Thread’s automated triage system, which prioritizes tickets efficiently, allowing our engineers to address client issues promptly. Clients have praised GNET Thread for making collaboration easier. Additionally, the pilot program gave us valuable feedback we used to refine GNET Thread further, ironing out any kinks to ensure a smooth rollout.
The benefits of GNET Thread extend beyond just improved communication. It enhances visibility into ticket status and streamlines workflows, helping us stay ahead of tasks and deliver exceptional service. We are confident that GNET Thread will elevate both our processes and client interactions.
Training materials will be provided to clients to ensure everyone is prepared, and our dedicated support team is always available to assist with any questions or issues. Here are a few of our favorite features and benefits:
- Seamless Integration: GadellNet Thread will appear in both the Microsoft Teams sidebar and the Thread desktop app—no additional software is required.
- Enhanced Communication: Team members can connect with our support team and monitor help desk request statuses all within GNET Thread.
- Minimal Disruption: Our engineers can address support needs without the interruption of lengthy phone calls, allowing your team to stay focused on their tasks.
At GadellNet, we believe GNET Thread is the best tool for supporting our clients, and we’re excited about its positive impact. Below is a list of answers to Frequently Asked Questions for your review.
Thank you for your continued support as we embark on this exciting journey.
FAQs:
Q: Do I need to download Thread?
A: No, Thread will be automatically added to your Windows and Mac computers, and it’s also available in Microsoft Teams on your computer and mobile devices.
Q: How will I know when Thread is ready to use?
A: After October 30, 2024, Thread will appear on your desktop and in Microsoft Teams. You can use it immediately to make requests, and engineers will respond through Thread.
Q: Where can I find support materials for Thread?
A: Check out the how-to video for Thread in the article above and watch your email for more details.
Q: Is Thread a live chat?
A: No, Thread isn’t a live chat. After you submit a request, there’s no waiting in line. We’ll contact you as soon as possible based on the request’s priority.
Q: How will engineers reach out for support?
A: Engineers will first try to contact you on Thread. If you’re not available, they’ll follow up by phone or email like they do now.
Q: How do I start a ticket in Thread?
A: Beginning on October 30, 2024, open the Teams app, the desktop app, or the GadellNet support page and enter your request. You’ll be prompted for your email address and we’ll verify your identity to get started.
Q: Do I have to use Thread, or can I still use other support options?
A: You can use any support method you prefer. We offer multiple ways to contact us to fit your needs.
Q: Is GadellNet Chat going away?
A: Yes, Chat.GadellNet.com is being replaced by Thread. This new tool is based on client feedback to provide a better experience.
Q: What did clients in the pilot say about Thread?
A: Clients liked how easy it was to submit requests and respond to engineers. They could schedule a time that worked best for them, even if they weren’t available right away.
Current clients can access GNET Thread on our support page beginning on October 30, 2024.
