Support service

Structure that offers customer services to all time zones in the world.

 

 

 

Teknisa's customer service department counts on a structure that permits its staffs to attend to clients in almost all the world's time zones. Such structure aims at always keeping satisfactory quality level of support services. The agents are trained periodically “indoor” and are also sent to our clients to get familiar with their workplace environment.  
 

Customer service can be contacted via telephone, e-mail, chat, VOIP or via the service request section located on Teknisa's website. We also have an IP-based telephonic system that allows clients get in touch with our support for free (cheaper than a local call) in order to keep the same ease of a phone call (without restrictions of voip and Skype systems).
 

All calls are recorded and logged: call duration is regulated and set available on the clients' restricted area in our website; At the end of a call, clients receive a report containing all the call information; the call center system tracks call waiting time and amount of lost calls.

We also count on the CRM (Customer Relationship Management) that saves the history of all services rendered to clients as well as the record of all calls for audit purposes. This procedures' main goal is to constantly improve our support service and advise clients about the need of updating trainings.
 

Teknisa's Strategic Planning includes index-based management tools that monitor the average time of the conclusion of services and track the quality of cusomer service. Such indexes are yearly reviewed in order to have their rates reduced, leading to the improvement of our services.
 
With this service the client informs his/her doubt or problem to be solved. If it refers to the systems' utilization, then it will be solved at once. However, if it is a database-related problem, then the client will be asked to inform the database or, when possible, a remote connection would be done to analyze his/her database. The client can also request implementation of new features and, If needed, a service request is opened for an analysis of the new feature to be added to the system by Teknisa's Requisite department.
 
KNOWLEDGE BANK
Teknisa owns a database containg the frequently asked questions and solutions about our products.
It can be accessed on www.teknisa.com, at the clients restricted area, and is available for all end users.
 
Contact Teknisa's support on
Phone: +55 (31) 21.22-23.00
E-mail: suporte.internacional@teknisa.com