Here at Woven, we have many points of difference, which set us apart from the competition, there is one that we pride ourselves on and has allowed us to build up as several clients who’ve been with us for many years, which is our customer service.

We have a dedicated Support team for all existing Woven clients that sees us providing expert application advice as well as ongoing monitoring. The team are equipped to handle not only technical hiccups that may arise but also experienced guidance to leverage the capabilities of the platform to give you insights on process optimisation. We are incredibly proud of the fact that we support over 100 local customers with their daily online activities.

So how can we manage it all? Woven has developed a productive online ticketing system known as Pronto Plus that we’ve integrated into core Pronto infrastructure, this provides our clients with an easy channel where they can report and direct all Pronto and Avenue related enquiries to, which is accessible by all the teams within Pronto.

It’s easy to identify the many advantages that come with using the Pronto Plus platform:

  • Access to a shared ticketing platform across all Pronto departments that arms you with visibility at all times.
  • You can view your tickets and our progress at any time.
  • Ease of documenting any issues that may arise or work required

Our clients are often interested in how they can help us to work towards solutions and our aim is to provide our clients with the best customer service possible in the quickest possible time. To help us do so, we ask our clients to detail any issues as best as they can. The more detail we are provided on the issue, the easier and the quicker we can work towards a solution. Therefore, you may be asking yourself, what is important to include in my call? Many of the times, it all comes back to those all-important situational questions we all tend to ask naturally on a daily basis – who, what, when, where, why?:

  • What is the issue?
  • When did it occur?
  • Where is the error?
  • Why has it occurred?
  • How did it occur?

For example, if you are experiencing an issue with an order, it is best to provide us with an order number and anything relevant, which has occurred in Pronto Xi surrounding the time of the issue, e.g. promotion start & end dates, item security rules for the debtor etc. This kind of information assists us to understand what may have triggered the error so that we focus on problem solving the ‘why’.

It is also important to provide us with visuals wherever possible so it is key to take and attach screenshots. As they say, a picture tells a thousand words and the more thorough you are with the detailing and screenshots, the easier our job is and the quicker we can assist you.

We will be aiming to recreate any error without affecting your Live Pronto Xi dataset or Live website, which may mean testing in your Test/UAT dataset so it is important to ensure the Test/UAT Pronto Xi dataset, which is connected to your UAT Avenue website is similar to your Live dataset.

It is also extremely important to run user acceptance testing and complete a business simulation when a solution is deployed to your UAT and Live websites. This allows you to test the solution with the dataset environment and is a critical because you know your data and business workflow best, so you may be able to identify differences which our support team cannot.

Our team is dedicated to not only providing you with the best ecommerce platform there is available, we are committed to providing the best level of customer service available. There are plenty of horror stories out there about tech companies with teams based overseas, meaning they aren’t available whenever you need them. Pronto Plus ensures you can contact us and get any help when you need so that any website issues, do not become bigger business issues in the long-term with the potential to impact your bottom line.

Contact Woven to discuss how Pronto Plus can benefit your business today.