Customer Support

We provide technical support, backed up by extensive knowledge, to facilitate fast issue resolution for our customers 24/7, anywhere and everywhere in the world.

Global Support at your fingertips, around the clock.

Whether you have a question in regards to the Fredhopper Discovery Platform, or you need assistance resolving an issue or you have a really good suggestion for a new, innovative feature look no further than our dedicated Customer Support team.

Dedicated Communication Channel

Easy to engage; utilize a customer facing Service Desk portal as your single channel for raising incidents or service requests with the Support team.

Single point of Contact

Dedicated support; engage with your main point contact for all requests and incidents to ensure they are acted on in a timely manner.

Round the Clock

Round the world support; receive support 24 hours a day, 7 days a week, 365 days a year, Globally, we are here to help.

Key Deliverables

Efficiency and effectiveness delivered in equal measure, around the clock.

EFFICIENCY DELIVERED

Structured and rapid response; we strive to resolve all incidents as efficiently as possible by utilizing ITIL processes and working closely with other business teams to deliver the best possible outcomes.

EFFECTIVE SUPPORT

Successful resolution; we are highly effective in all business regions with local teams that provide the necessary support at any time of day or night.

We get a solid, dependable service from FredHopper and I feel there is a culture of continuous improvement. Support requests are always swiftly and clearly handled by your team.

Simon Toon,
Head of ecommerce Technology Services