With that in mind, we’re very excited to tell you that we’re investing in a new omni-channel service desk solution from Zendesk. Zendesk may be a familiar name to you as they are a globally recognised provider of state-of-the-art service software. Their customer base includes organisations as varied as the NHS, Tesco, Gov.uk, John Lewis, Airbnb, Made.com, Uber, Deliveroo and many more.
The product’s breadth of capabilities are what drew us to buy it. We want to give you new ways to engage our service team and Zendesk gives us the tools to make that a reality.
Whether you prefer to talk to one of our knowledgeable operatives or find information that’s important to you without having to engage in a conversation we’ll have you covered. You’ll be able to drop us an email, log a ticket in our portal or engage in text based chat online. So whether you’re at your desk, travelling to the office or lying in the tub, you’ll be able to get assistance through the channel that works for you.
Don’t want to engage in a conversation but have an idea what you’re looking for? You’ll be able to tap into our burgeoning knowledge base or, in the future, ask your fellow users of our solutions across multiple companies via our exciting new forums offering. Sometimes the best ideas come from the people, like you, who are using our software and we want you to be able to tap into that knowledge. Sometimes it’s just great to know you’re not alone!
Forums won’t be the only place you can get interactive either – you’ll be able to contribute critique, feedback and ideas to our knowledge base articles and we’ll do our best to respond and refine our content to make it ever more relevant.
And we know that you don’t want to have to ask for us to create reports so you can see what’s going on, so in future you’ll be able to access informative reports from within your personalised portal. Less hassle, more insight.
Our team of service specialists are beavering away, setting up the new environment and we’ll keep you abreast of progress and set out clearly how we’re going to transition to the new platform as soon as it’s ready. So keep your eyes peeled for further announcements.
We’re very excited about offering you total flexibility about how you engage with our service team and we hope you really enjoy the new experiences.