HOW WE SUPPORT

Support Tech At Back Of Rack Image B&W.jpg

MANAGED AD-HOC SERVICE SUPPORT, WE USE ZENDESK

Zendesk is a world-wide leader in customer service software. In 2016, VisionX selected zendesk enterprise as our trusted service support software, providing our support team with a powerful and simple to use platform that delivers a better and more consistent customer experience on each and every ticketed support request.

Support features and options provided by VisionX via zendesk include multi-channel service support communications (Log service requests via phone, email, client portal), real-time queue monitoring and service ticket tracking, client portal service support dashboards, self-service knowledge base and community chat, KPI reporting, analytics, SLA based workflow automations and help desk on the go.   

Example of management Help Desk analytics dashboard provided for EY:

Service Analytics.png

SERVICE LEVEL AGREEMENT (SLA) PACKAGES

VisionX provides comprehensive Service Level Agreement (SLA) packages that meet our clients’ specific and individual service support requirements. We understand that not all organisations are the same, and hence engage in an extensive client interview and assessment process before formulating our SLA packages. Through our personalised and flexible approach, Utilized delivers targeted SLA packages that realise better client service support outcomes whilst maximising the return on their investment.

Managed Services Wheel Image.jpg