We’ve been listening closely to the amazing feedback our customers have been giving us, and we’re excited to announce some big changes. We’re upgrading our support platform and moving to Zendesk, a trusted, widely-used support platform that will make the experience with our support desk even smoother, faster, and more reliable.
Here’s what you need to know about this exciting new upgrade:
What does this support upgrade mean?
Faster response times
We know how important it is to get answers quickly, and with this upgrade, we’ll be able to respond to enquiries more efficiently. Our customers can expect reduced response times, so they can get the help they need without the wait.
Improved Accuracy
Whether you’re reaching out via email or phone, our systems will now be better integrated, meaning fewer errors and a more seamless experience when anyone reaches out for support.
A secure and reliable platform
By moving to Zendesk, our customers can count on a more secure and stable platform. This means less downtime and fewer interruptions when people have questions.
Easy access to guides
Zendesk’s human-friendly content hub will give everyone quicker access to all of our support articles and user guides, helping everyone find the answers when they need them.
Better feedback opportunities
Customer feedback means the world to us! With Zendesk, we’ll be able to gather and review customer input more effectively, which will help us continuously improve our service to meet changing needs.
Here’s what’s changing for our customers
- New ticket submission process: If you’re an existing customer, the process to submit a ticket will be slightly different. You’ll still start in the same place, but when you click ‘New Ticket,’ you’ll be redirected to a new page where you’ll need to create an account before submitting. This extra step ensures your information stays secure. You can also email or call us, and your ticket will be automatically added to our queue.
- Existing Tickets: Any current support tickets existing customers have will remain active and accessible in the system. No tickets or data will be lost, and they’ll still be able to view and edit tickets as usual.
We believe this move to Zendesk will greatly improve the experience with our support desk, making it faster, more accurate, and easier to use. As always, we’d love to hear your feedback, so don’t hesitate to share your thoughts.
If you’d like to know more about how we support our customers and how we might be able to help your businesss, reach out to the IndiCater team here: https://indicater.com/contact/
