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.
Ensuring our customer service protocol is formally recognised we have been certified in the internationally accredited quality standard ISO 9001:2015. This provides secure evidence of our commitment to offer first class delivery of customer service, from initial contact right through to the implementation and support of all contracts. It underpins our day-to-day processes and ensures we actively embrace our dedicated support promise.
Zendesk is our customer ticketing system for dealing with Pro-Cloud queries, with a full auditable ticketing trail in email form for peace of mind for both parties.
Offering immediate assistance with a live chat system that pops up on Pro-Cloud, so personnel can ask questions about any aspect of the system at any time of the day.