Support
Guestline are committed to providing our clients with a prompt and efficient support service. In recent years the Support Team has doubled in size and will continue to grow to meet the requirements of our expanding client base.
Our UK based Support Department is staffed with experienced Support Engineers who are available to deal with enquiries between the hours of 08:00-22:00, 365 days per year.
To enhance our support service, Guestline utilise HEAT™, the market leading Helpdesk Management Software. As well as logging each and every call made to our Support Department, HEAT™ prioritises calls according to their urgency, ensuring that we address the most important issues first. Equally, however, escalation procedures are built into the system and alerts are emailed to the management team when response times are approaching a pre-determined limit.
A Lucent Index telephone system with ACD (Automatic Call Distribution) is also utilised to improve the throughput of calls to the Support Department, the system is specifically designed for call centre operations. On those occasions when all members of the team are engaged, callers are advised where they are in the queue. They are then provided with an updated status together with the option to leave a message on a frequent basis. We monitor call queue levels throughout the day to ensure that our clients are not experiencing lengthy waiting times.
Our Support Engineers are trained to deal with your calls in a prompt, efficient and courteous manner. We are constantly analysing feedback from our clients, and work hard to ensure that our team is sympathetic to the needs of your business.
Existing clients, contact our Support Team by clicking here, or call us on 01743 231867.