Box Customer Service and Support

JL
Senior Applications Analyst at a real estate/law firm with 5,001-10,000 employees

It is my understanding that support is good. I haven't had a huge use for the technical support.

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MG
Senior Solutions Engineer at Eyland LLC

Technical support is better than their competition because I have had experience with both. If you are in a critical situation, and you have the right support contract with them, you will get immediate results. But if you try to go on the cheap side, you might have to wait physically for someone to respond by calling you. So that all depends on what kind of package you buy. 

The cost averages around thirty five dollars a month. There are no additional costs on top of that. They house all your data and they use all of their hardware and their equipment, and that is why it is thirty five dollars a month per person. You do not have to buy any of the hardware and you do not have to do anything on the back end.

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Shrikant Pillay - PeerSpot reviewer
Service Management Consultant at Tata Consultancy

This product has been supported by our internal team. They are pretty skilled in this technology. I've never needed to log a ticket.

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Buyer's Guide
Enterprise Content Management
March 2024
Find out what your peers are saying about Box, Microsoft, IBM and others in Enterprise Content Management. Updated: March 2024.
765,234 professionals have used our research since 2012.
it_user367332 - PeerSpot reviewer
IT Program Manager at a university with 10,001+ employees
Customer Service:

Excellent. Our dedicated Customer Success Manager is very attentive and very committed to giving us a good experience with Box.

Technical Support:

Once you reach the right people it's excellent. Like with many help desks, our scale means that we often have more familiarity with the product then their frontline help desk staff, so sometimes it's a challenge to get to the right level.

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MK
Sr. Staff Data Engineer at a construction company with 10,001+ employees

I have not been in contact with technical support.

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it_user127716 - PeerSpot reviewer
CIO at a comms service provider with 1-10 employees

I hardly ever require support. It just works, which is one of the strongest things about it.

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DC
IT Manager at Batchelor Construction

In my experience, support manages metrics instead of managing the solution. It seems they want to meet the SLAs without providing a solution.

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it_user508413 - PeerSpot reviewer
IS administrator at a non-tech company with 5,001-10,000 employees
Customer Service:

Box.com is one of our Premier Technical Partners!

Technical Support:

They take ownership of any issues, and work them quickly to resolution.

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AA
Territory Manager at a tech services company with 1,001-5,000 employees

Technical support is amazing; they're really good.

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MW
CEO / PM / Systems Engineer at a tech services company with 1-10 employees

Their support was very good. We very rarely need support, but when we did engage them, they were quick to respond and very accurate and complete.

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LG
Vice President APAC Cloud Operations at a financial services firm with 10,001+ employees

We have not been in contact with technical support.

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it_user487773 - PeerSpot reviewer
Productivity & Collaboration Service manager at a consumer goods company with 1,001-5,000 employees
Customer Service:

I have not had any issues with customer service.

Technical Support:

Very good.

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it_user472476 - PeerSpot reviewer
Enterprise Content Management Administrator at a media company with 501-1,000 employees
Customer Service:

I love the staff at Box, they are ALWAYS helpful and able to provide personal support and help.

Technical Support:

Very efficient and quick

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it_user508548 - PeerSpot reviewer
Works with 501-1,000 employees

Superb service. All of our questions are always answered in a timely manner. 

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it_user508413 - PeerSpot reviewer
IS administrator at a non-tech company with 5,001-10,000 employees
Customer Service:

I would give customer service a rating of 7/10. Most support organizations have room to get better.

Technical Support:

I would give technical support a rating of 7/10.

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it_user508497 - PeerSpot reviewer
Information Technologist IV at a university with 1,001-5,000 employees
it_user370806 - PeerSpot reviewer
Informationsspezialist/Generalist at a legal firm with 51-200 employees

I rate support 8/10.

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it_user508536 - PeerSpot reviewer
Manager, Project Management at a financial services firm with 501-1,000 employees
Customer Service:

Great!

Technical Support:

Technical support people really know their stuff, Great service.

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VC
Associate Data Engineer at a tech services company with 201-500 employees

Our team doesn't do maintenance, but they do provide some technical support.

I haven't personally contacted technical support. 

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it_user474612 - PeerSpot reviewer
Applications Analyst at a philanthropy with 51-200 employees
Customer Service:

Customer service is excellent.

Technical Support:

Technical support is excellent.

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it_user481401 - PeerSpot reviewer
Technical Analyst at a non-tech company with 1,001-5,000 employees
Customer Service:

Customer service is top notch with having a dedicated customer success manager assigned to the account.

Technical Support:

Technical support has some room for improvement, but nothing insurmountable.

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it_user497307 - PeerSpot reviewer
Head Of Information Technology at a real estate/law firm with 11-50 employees

The support is great and we are very satisfied.

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Buyer's Guide
Enterprise Content Management
March 2024
Find out what your peers are saying about Box, Microsoft, IBM and others in Enterprise Content Management. Updated: March 2024.
765,234 professionals have used our research since 2012.