Our mission at Merx is to provide a tendering service to our customers that help them grow. We have many robust tools to help both vendors and buying organizations, but one aspect of our business that we are especially proud of is our customer support. The customer support team is not only there to provide technical assistance but also to be your guide. We are always happy to hear from our customers about their experiences with our support team. Read through the stories from some of our customers on how our team was able to help them.
Experiences Shared by Our Customers
At Merx, we strive to provide excellent support to anyone who needs assistance in finding opportunities through our platform. And we are glad to hear from our customers about their experiences with our customer support team. Here are some of their stories.
Tamie Hoekstra, Business Manager at Bill Hoekstra General Contracting
Technical difficulties are inevitable. It can happen to the best of us – especially to a new user. But that doesn’t stop our customer support team from helping Tamie from Bill Hoekstra General Contracting to submit their bids on time.
Tamie was starting her new position at Bill Hoekstra General Contracting when she immediately needed to submit a quote to a solicitation from BGIS that was closing the same day. Unfortunately, she didn’t have any experience yet with submitting electronic quotes through Merx and didn’t have the right account information.
Maryse, our amazing customer service advocate, jumped right in to help Tamie submit her quote before closing time. She quickly retrieved her company’s account information, guided her to use a different browser that would work, and helped her get through the process of submitting the bid successfully. Maryse was there with Tamie throughout the entire process.
“Just wanted to give a shoutout to Maryse for outstanding customer service support today!” Tamie praised Maryse in her feedback email. “She went above & beyond to stay on the phone with me from sign in /changing passwords/updating our profile to locating the job we were bidding on and assisting thru each step of the process. I am very grateful for her patience/guidance today. She was wonderful!!!”
Ilona MacDonald from LB Language Focus Services
We are always excited to welcome customers back to our platform – like Ilona from LB Language Focus Services. And as we continue to improve our systems, we have new updates and some older accounts are no longer reactivatable. But we are always here to help them get back on again and get more business opportunities.
Ilona initially called customer support to see if she could retrieve her old Merx account that was no longer active, but unfortunately, it was too old to reactivate. Maryse proactively provided a positive experience by guiding Ilona through the easy registration and renewal processes. Maryse did a refresher walkthrough on how to search for relevant tenders and save search results on her new profile, and provided information on how to submit electronic bids through Merx, since Ilona hadn’t used the platform in a long time.
Ilona then left great feedback: "Thank you, Maryse, for your expertise! I really appreciated your detailed guidance through the registration process. It was quick and easy. And I was up and running by the time we finished our call.”
The Team That Is There For Your Business
Our customer support team members are our pillars here at Merx, and we are thankful for their work. Without them helping our customers every day to have a successful experience in bidding, it would be impossible for us to succeed. We do our best to keep a high standard of support for our customers.
If you have any questions or need urgent assistance from our team, please do not hesitate to contact us through the following methods:
- Contact us form
- Call 1-800-964-6379 from 7 AM to 8 PM ET
- Or email merx@merx.com
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