At KEY ESG we believe that outstanding customer service is the foundation of a great user experience. That’s why we’ve built a comprehensive support system that ensures our clients always have access to the help and information they need—quickly and efficiently.
Fast and reliable support
We understand that when you have a question, you need answers fast. That’s why our Service Level Agreement (SLA) guarantees that email support inquiries receive a response from our customer service team within 24 hours. But we don’t just meet expectations—we exceed them. In 2024 we responded on average 130 times faster than our SLA standard, ensuring our customers get the support they need without unnecessary delays.
For real-time assistance, our in-platform chat support is available during UK working hours, providing instant access to our knowledge base and industry-specific insights. This ensures that help is always just a few clicks away. Just click on Open chat on your platform home page.
Access to expertise
We don’t just offer customer service—we offer expertise. Our bi-weekly Open Help Desk Hours provide clients with direct access to ESG experts and a thriving ecosystem of fellow customers for troubleshooting and Q&A sessions. This collaborative approach ensures that our clients stay informed and empowered.
Additionally, each client is assigned a Dedicated Account Manager, providing personalized support for ongoing queries about contracts and our products. This one-on-one service ensures that every client has a trusted point of contact who understands their unique needs.
Empowering self-service solutions
Our commitment to customer service extends beyond direct support. We continuously enhance our knowledge base, offering a robust library of FAQs, whitepapers, and webinar content to provide instant access to valuable insights. In the past year alone, we created 105 new articles in our Intercom knowledge library.
And the numbers speak for themselves—196 people viewed an article in the last two weeks alone, a 25% increase from the previous year. This growing engagement highlights the value and relevance of the resources we provide.
Outstanding customer satisfaction
At the heart of our success is a deep commitment to customer satisfaction. We are proud to maintain an impressive Customer Satisfaction Score of 97%, reflecting the trust and appreciation of our users. In the past year, we handled 529 customer conversations, resolving most queries in an average time of 2 hours—far surpassing industry standards.
Always striving for more
Our team is dedicated to continuous improvement, ensuring that our clients receive the best possible support at every touchpoint. Whether it’s through faster response times, enriched knowledge base content, or direct access to experts, we are always looking for ways to enhance the customer experience.
At KEY ESG, exceptional customer service isn’t just a goal—it’s our standard. If you have any suggestions for ways we can continue to improve, please get in touch at contact@keyesg.com.
At KEY ESG we believe that outstanding customer service is the foundation of a great user experience. That’s why we’ve built a comprehensive support system that ensures our clients always have access to the help and information they need—quickly and efficiently.
Fast and reliable support
We understand that when you have a question, you need answers fast. That’s why our Service Level Agreement (SLA) guarantees that email support inquiries receive a response from our customer service team within 24 hours. But we don’t just meet expectations—we exceed them. In 2024 we responded on average 130 times faster than our SLA standard, ensuring our customers get the support they need without unnecessary delays.
For real-time assistance, our in-platform chat support is available during UK working hours, providing instant access to our knowledge base and industry-specific insights. This ensures that help is always just a few clicks away. Just click on Open chat on your platform home page.
Access to expertise
We don’t just offer customer service—we offer expertise. Our bi-weekly Open Help Desk Hours provide clients with direct access to ESG experts and a thriving ecosystem of fellow customers for troubleshooting and Q&A sessions. This collaborative approach ensures that our clients stay informed and empowered.
Additionally, each client is assigned a Dedicated Account Manager, providing personalized support for ongoing queries about contracts and our products. This one-on-one service ensures that every client has a trusted point of contact who understands their unique needs.
Empowering self-service solutions
Our commitment to customer service extends beyond direct support. We continuously enhance our knowledge base, offering a robust library of FAQs, whitepapers, and webinar content to provide instant access to valuable insights. In the past year alone, we created 105 new articles in our Intercom knowledge library.
And the numbers speak for themselves—196 people viewed an article in the last two weeks alone, a 25% increase from the previous year. This growing engagement highlights the value and relevance of the resources we provide.
Outstanding customer satisfaction
At the heart of our success is a deep commitment to customer satisfaction. We are proud to maintain an impressive Customer Satisfaction Score of 97%, reflecting the trust and appreciation of our users. In the past year, we handled 529 customer conversations, resolving most queries in an average time of 2 hours—far surpassing industry standards.
Always striving for more
Our team is dedicated to continuous improvement, ensuring that our clients receive the best possible support at every touchpoint. Whether it’s through faster response times, enriched knowledge base content, or direct access to experts, we are always looking for ways to enhance the customer experience.
At KEY ESG, exceptional customer service isn’t just a goal—it’s our standard. If you have any suggestions for ways we can continue to improve, please get in touch at contact@keyesg.com.
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