At Kallidus, we are committed to providing you with the best experience when helping you use our solutions. To ensure meet this goal, we constantly review the way we do things in the Customer Support team. We reflect on the feedback you give us and consider how we can serve you better.
Amongst the things we did last year we introduced, the extremely popular, Live Chat and gave you all a Primary support contact and I’m pleased to tell you about the first initiative of 2019.
In the coming weeks, we are overhauling the way we talk to you by introducing Zendesk Talk.
This telephone solution adds a number of efficiencies to the way we work, links in with the ticket system, and adds some exciting new features. Here are some of the highlights;
- No more logging tickets after a phone call – Zendesk Talk captures all the information in a recording and allows our agents to get started on solving your problem straight away.
- Ability to review agent instructions again and again – Have you ever forgotten instructions an agent has given you to solve a problem? Well now you can review the ticket and listen back to their guidance again from “My Activities” within the Help Centre.
- A Request a call back feature will be available in Live Chat, for those occasions where you just need someone to get in touch quickly
In preparation for Talk going live we need to make some changes.
We will be introducing a new Customer Support telephone number. The new number will be +44 1285 610076 and will go live on Monday 21.01.19. Please update your address book now, but don’t worry if you call the old number in the short term we will still pick up you calls.
Secondly, to enable us to get in touch with you quickly and easily, we need to ensure your contact details are up to date. Next time you login into our Zendesk Support portal, please can you make sure your telephone numbers are up to date – and in international format please (e.g. +44 7771 573856) If you aren’t sure how to do this, do worry, one of the team can help you out.
Thank you again for your continued support
Ed & Tilly
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