We filter everyday requests via our Zendesk Ticketing system to ensure the most experienced engineer within the required field responds and works on the request within appropriate timescales.
We are very proud that our response rate reaches almost 100% satisfaction. You can hear a little more about customer satisfaction in our video above.
Event Critical ‘Out of Hours’ Requests
Our 24/7 on call support is in addition to our Zendesk support and offers emergency assistance outside of normal working hours. 24/7 support is focussed on clients with events in differing time zones who have taken control of their own events and therefore do not have a Visit engineer on site.
Event Critical requests will be actioned as the call comes through. 24/7 support is a structured two-tier system which allows for immediate escalation to development if required. Like our engineers, our development team are on standby 24/7 to respond to such requests.
Our normal working hours are Monday – Friday 9am – 5pm. For event critical requests outside of this time clients can call +44 1923 690 605 for UK emergency technical support or +31 235 210175 for our Dutch team.
How are our requests monitored?
Whichever support is requested, the journey of each request is closely monitored by our Client Service Directors to ensure a suitable and timely solution is found. Our Chief Operating Officer oversees all communication to ensure our client satisfaction remains high.
To find out more about our customer service speak with your Client Manager.