Customer Support
Delivering timely and informed support to buyers and suppliers is critical for the success of any marketplace solution. Some providers’ call centres are unfortunately not suited to provide rapid issue resolution with well trained and friendly staff. Lengthy response times, poor communication skills, and inadequate knowledge can frustrate users and impede efficient use of the solution. Adding to user frustrations are support issues that are never resolved and never communicated back to the user.
ProcServe is different. ProcServe believes that prevention is the best cure. That is why the ProcServe solution goes through extensive user acceptance and ease of use testing before it is released to customers. ProcServe recognizes that despite our very best efforts, support calls will still arise, so ProcServe’s objective is to address them quickly and competently. ProcServe provides not only incident, problem, change and release management, but also advice and guidance on how to maximise the benefits customers can achieve from the ProcServe offerings. Support teams are rigorously trained on the platform and operate out of local offices. In addition, ProcServe has adopted the IT Infrastructure Library (ITIL) framework, which provides a cohesive best practice support model drawn from both the public and private sectors.
The ProcServe Support Services allow you to resolve issues on your terms.
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Supplier Support
ProcServe works with suppliers to ensure buyers have the best shopping experience possible.
"The OPEN Support Desk offered us an immediate and exceptional response. Friendly and experienced staff made the process of using OPEN easy and straightforward with follow up and help, every step of the way. This is the best technical and customer support we have ever had in the e-commerce sector. Thank you."
Jon Bliss, eCommerce Manager
Interactive Learning Ltd.