Introducing Rivery’s New Customer Support Portal: A Seamless Experience for Our Valued Customers
At Rivery, our commitment to exceptional customer support is one of the key differentiators of our platform. We believe that supporting our customers goes beyond just resolving issues—it’s about creating a relationship built on trust, responsiveness, and a deep understanding of your needs. To further enhance our service capabilities, we’re excited to introduce our new Customer Support Portal, designed to provide a more seamless and transparent support experience.
Why We Built This Portal
As a customer-centric company, we’ve always prioritized delivering world-class support. Before launching our customer portal, the main way for our customers to communicate with us regarding their tickets and manage their open requests was through email. While email allows us to be incredibly responsive, it does not always provide the easiest place to view all current and historical tickets and understand the status assigned to the ticket.
This portal now gives our customers visibility into their full ticket history and a clearer picture of the status of their tickets.
Our dedicated team handles inquiries through multiple channels, ensuring your concerns are addressed promptly. We’ve recently transitioned to Zendesk’s ticketing system to continue delivering on this promise. This shift is part of our broader initiative to enhance our service infrastructure, making it easier for you to manage your interactions with us. We also leverage Rivery’s native Zendesk integration to send this data into Snowflake which powers Tableau reports that allow us to make data-driven decisions around our support practices.
Moreover, we’re constantly evaluating new ways to optimize our support, for example using GenAI to analyze our support tickets via Rivery and Snowflake Cortex. This allows us to gain deeper insights into your concerns, anticipate potential issues, and improve our response times. Our goal is to ensure that you receive not just timely support, but also support that is increasingly personalized and proactive.
What the New Portal Offers
Our new Customer Support Portal is designed to be your central hub for managing all support interactions with Rivery. Here’s what you can expect:
Centralized Case Management: You can view, update, and manage all your support cases in one place. Whether you created the ticket or were CC’d on it, you’ll have full visibility and control over your interactions with us.
Ticket Creation: Creating a new support ticket is just as easy from the portal as it is from the Rivery console. Plus, you still have the option to respond via email if that’s more convenient for you.
Seamless SSO Integration: We’ve implemented a seamless Single Sign-On (SSO) mechanism from the Rivery console. If you click on the Support Portal link in the “Help” section, you’ll be automatically logged in. For independent access, simply use your credentials to log in and manage your cases. If it’s your first time logging in, you must generate your credentials or use Google SSO if you already have a linked account.
What to Expect Moving Forward
We’re constantly striving to improve your experience with Rivery. As we move forward, you can expect continued enhancements to our support capabilities, including the integration of AI tools that will further enhance the functionality of our support. These advancements will help us provide tailored support and solutions to meet your evolving needs. Our team is committed to leveraging the latest technologies to better understand your needs and provide the most effective solutions.
We’re excited to see how our new Customer Support Portal will help you manage your interactions with us more efficiently. As always, your feedback is invaluable to us—please feel free to share your thoughts on the new portal and how we can continue to improve.
Thank you for being a part of the Rivery community. We’re here to support you, every step of the way.
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