Verbit places incredible importance on the value and role that our Customer Support team provides to our customers. From discovery to onboarding to activation, Verbit’s team of professionals offers our customers consistent communication and expert guidance.

Verbit has substantial knowledge and experience in working with leading universities, media companies, enterprises, and legal agencies, among others, who utilize our AI-based captioning and transcription tools for their various needs. Our Customer Support professionals understand that our services are far from one-size-fits-all. Instead, we customize our solutions to our customers’ unique needs. This process ensures that Verbit’s leadership team is acutely aware of the evolving needs of our customers and can evolve the platform regularly to meet them.

Verbit’s customers are treated as partners and greatly benefit from
ongoing support, including:

Pre-sale support:

✓ Aiding partners in the exploration and identification of all potential
integrations to maximize benefit and remove all manual processes

✓ Providing potential customers with key industry knowledge and use
cases to showcase applications of the platform that meet their individual
requirements and needs

Post-sale support:

✓ Solving any technical needs while getting onboarding new clients
✓ Handling bulk upload of historical materials needing to be captioned or transcribed
✓ Providing customers with technical overviews and orientations
✓ Creating customized templates and guidelines
✓ Performing accuracy reviews and analysis
✓ Exploring all feature requests for enhanced usability of the Verbit platform
✓ Proactively seeking feedback for continual improvement and adjustments
✓ Providing live chat support 24/7 Monday to Friday, Weekends by demand.
✓ Fulfilling any expedited requests
✓ Proactively communicating job status updates with email notifications
✓ Maintaining and updating the Verbit Support Center

Don’t Take Our Word For It

Here’s what Verbit’s customers are saying about the customer
service experience and platform:

“Affordable, quick turnarounds, fabulous customer support and service.”

- La Sierra University

“It is the solution to a long-standing problem we’ve had for years.
It is more responsive and more accurate than when paying a full-time
person to do captioning. #WIN”

- Minneapolis Community and Technical College

“The customer service has always been great, and people get back
to me quickly. Putting in a request for captioning is easy, and the
platform makes it easy to make changes as need to.” 

- Oklahoma State University

Quick response times make all the difference

Verbit makes our customers’ questions and concerns our priority, with
an average reply time of only 90 minutes per ticket submitted:

• Critical - first reply within 1 business hour
• High - first reply within 2 business hours
• Normal - first reply within 3 business hours
• Low - first reply within 5 business hours