Customer Service is our PRIORITY

The greatest customer support includes human communication, not AI or phone trees.

FAQs and knowledge bases help address most customer needs, but sometimes, they cannot answer everything if you or your users require support and do not want to speak or rely on phone trees and endless AI chat. We help technology users obtain assistance efficiently and effectively.

We understand that the key to satisfying customers who need support is simplicity, ease of communication, and the assurance that they will always be connected with someone from our company. This commitment to straightforward, clear communication is the cornerstone of our customer support strategy, designed to make you feel reassured and confident in our services.

Our team expands and nurtures the Cool Life and Vault Rooms support knowledge base, which includes all questions we record, learn from, and use to update our knowledge base.

Support personnel have an extensive understanding of our product and service but may not always be competent to solve complex issues. The goal for this group is to handle 70-80% of user problems before escalating the issue to a higher level.

More complex or functional issues are escalated to Level II support, where our team can address and respond with more questions or a completed outcome.

Cool Life is always open to considering necessary changes or escalations if necessary. Our primary goal is to ensure that the user experience is always valued and any needs are promptly and effectively addressed, making you feel prioritized and important.

All questions and support queries are initiated using our intuitive support portal, which serves as a central hub for all resolutions. It allows us to gather the necessary information to expedite an effective response by having our team at large access the scope of all support requests. The support staff will quickly respond to and handle issues and, if necessary, provide our technical support staff with data on more complex issues.

Our proprietary support portal records all communications and outcomes both for historical patterns and to provide our clients with improved user experiences.

In conclusion, only two clicks are needed to open a support request, and our team will engage and respond, allowing you to get back to business. We will ask for your contact phone should we need to speak to keep your issue a top priority. Coollife.com and Vault Room will earn your business.