A Support System That Goes Beyond Technology

The materials available in this article are for informational purposes only and not for the purpose of providing legal advice. You should contact your own advisors with questions regarding the effective use of MeridianLink's support system herein. Opinions expressed in this article are of the individual authors and may not reflect the opinions of MeridianLink, Inc.

In the world of technology, having a cutting-edge solution is only half the battle. The true value of a technology provider shines through in the support and service that comes after implementation. MeridianLink^® understands this, offering not just top-notch tech but a support system designed to empower customers every step of the way. Here are a few examples of how MeridianLink's support model stands out:

Building a Strong Support Foundation

At the heart of MeridianLink's complete support system is a robust tech stack that ensures smooth, efficient operations. Utilizing Salesforce for a user-friendly ticketing system, an integrated knowledge base for customer self-service, and multiple communication channels, MeridianLink provides a seamless support experience. Whether customers prefer phone calls, chats, or web interactions, the U.S.-based support team is accessible and ready to assist using their deep knowledge of the products and the broader banking and lending industry.

Evolving to Meet Growing Demands With a Complete Support System

MeridianLink's support model has evolved over time. Initially, they employed a swarming methodology, where the most available agent would address incoming tickets. While this approach worked well for smaller volumes, it became clear that a more structured system was needed as the company grew. Enter the tiered support model - a strategic shift designed to enhance responsiveness and customer satisfaction.

MeridianLink's support model consists of three distinct tiers:

• Tier 1: This frontline team handles immediate responses to phone calls and chats, ensuring that customers receive prompt attention from our support team.

• Tier 2: Focused on managing portal submissions, this tier triages cases to the appropriate subject matter experts (SMEs), directing inquiries to those best equipped to resolve them.

• Tier 3: Reserved for complex, long-term issues, Tier 3 tackles challenges that require development or product assistance, ensuring thorough and effective solutions.

Transforming Response Timeswith Excellent Service

One of the most significant outcomes of MeridianLink's shift to a tiered model has been the improvement in response times. What once took up to two weeks now often results in same-day responses. This rapid turnaround demonstrates MeridianLink's commitment to connecting customers to better solutions, better support systems and experiences.

Community Support and Knowledge Integration

MeridianLink doesn't stop at responsive support; it fosters a proactive community. The MeridianLink Community offers a dedicated space for users of specific MeridianLink products to connect. That means a customer may have access to more than one community, depending on the products they use. The revamped collaborative forum serves as an all-inclusive hub for gathering information, asking questions, receiving peer-to-peer support, and making networking connections. 

Leveraging WalkMe and Pendo for Continuous Improvement

To further enhance the customer experience, MeridianLink integrates tools like WalkMe and Pendo. These tools not only guide users through processes but also provide invaluable data insights for continuous improvement and user-centric design. This continuous feedback loop ensures that MeridianLink's support system is always evolving to meet customer needs.

MeridianLink's support model isn't just about solving problems - it's about anticipating needs, fostering community, and embracing innovation. By staying agile, knowledgeable, and deeply committed to customer success, MeridianLink sets a benchmark for what exemplary support looks like in today's fast-paced business environment.

For businesses seeking more than just a vendor but a trusted partner in growth and efficiency, MeridianLink stands ready to deliver.

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