Customer success management

Our customer experience team will work closely with you to understand your organisation’s specific people challenges and help you identify solutions to overcome them

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Exceptional customer support from Ciphr

Our customer experience managers (CXMs) have a strong product and technical background, ensuring they can solve your problems effectively. Their main goal is to improve your experience, making it easier to use our products and getting your issues resolved quickly and reliably.

Depending on your service tier, you'll either work with a dedicated CXM or have access to our wider CXM team. This ensures every customer gets the right level of expert support.

We know that implementation isn’t the end of your software journey – which is why our customer care is always on hand to provide support whenever you need it.

Based on your support tier, you'll receive a specific level of support from our team of CXMs. Working in sector-aligned pods, our dedicated team of technical experts are your trusted advisors and a point of escalation, should you need it. Less friction, less fuss. More support from specialists when it matters most.

And we've made it even easier to self-serve. Find quick fixes to common challenges through the Ciphr Academy, knowledge base articles (via the customer care portal), our eLearning content, release notes, and in-app guidance.

24/7 support

Customer care portal

As a Ciphr customer, your customer care portal is your single point of contact for all communications.

Whether you need support, want to reach your CXM, or have a new service request, use the portal to ensure your query is routed to the right team immediately. This streamlined process allows us to prioritise and respond to your needs more effectively.

Use the portal to submit requests for:

Support tickets
Customer experience help
Consultancy services
CSP or managed services

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Stay sharp with Ciphr Academy

With any new HR system comes a learning curve, and we aim to make that curve as smooth as possible. Through our very own HR software training system, Ciphr Academy, we offer a selection of on-demand eLearning courses and topics so that you and your team can make the most out of your new system.

We support your success by ensuring your familiarity with the system and all its capabilities. Our engaging mixture of videos, help guides and notes, your users can discover everything there is to know about our HR software, payroll software, recruitment software, onboarding software and learning management solutions. Your people can learn at their own pace, refer back to content as and when they need to, and even earn rewards points and badges for completing sections.

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When you switch over to a new system, you want to make sure you can still use all the APIs you know and love – and at Ciphr, we make it easy.

You know which tools you need to make your organisation thrive, and we have an extensive marketplace of trusted partners that all work seamlessly with our systems.

This means you can continue to work with your favourite apps and programmes, all without missing a beat.

“We have had continuous support from our customer success manager, which is great. We are always informed of new products that are coming along, with the view to enhance the system even more.”

HR software solutions

Put your people front and centre

Integrated HR, payroll, learning and recruitment solutions that amplify the voice and value of your talent.

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