Here at CSS we are passionate about support with a dedicated team that are always available to answer any query raised about the TCES Connections system, via both telephone and our comprehensive helpdesk system.
Our helpdesk facility Zendesk is a cloud based customer service software platform that allows a full auditable ticketing trail, meaning when a ticket is raised customers gain a transparent overview of ticket progress, priority classification and the name of their designated support personnel.
For peace of mind, automations in e-mail form confirm a help ticket has been registered with the helpdesk right through to the successful resolution of the query, keeping the client informed of all comments and updates along the way.
The helpdesk utilises industry standard benchmarking in order to gauge standards set across the industry as a whole. Based on this information the team works toward and strives to exceed specific key performance indicators such as ticket resolution times.
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