Service Desk is the most cost-effective and the fastest contact method between WASKO S.A. and its clients.
It offers one point of contact with the company and multi-channel contact with the service via e-mail, fax, telephone and website in the 24x7x365 mode. It guarantees the standardization of customer service and high quality thereof at the same time. WASKO S.A. Service Desk is equipped in advanced tools for monitoring, analysis and optimization of the work of Service Desk specialists, thus lowering communication costs between clients and WASKO S.A.
Currently the operations of Service Desk focus primarily on tasks related to dealing with service notifications completed by the Implementation and Service Department. Our specialists accept service notifications via e-mail, fax, telephone and HelpDesk System in the 24x7x365 mode. All service notifications are logged in the HelpDesk System, which allows the check of timing and client’s supervision over the services rendered by WASKO S.A.
We also provide technical assistance of the first level, where a consultant solves simple technical problems or service notifications over the telephone.
If a client so wishes, Service Desk may also carry out additional tasks related to service notifications. A client may be informed of the progress of work of the servicing personnel, notification status and task completion.
Apart from tasks related to service notifications, Service Desk also carries out other work, e.g. operating the WASKO S.A. info line, tasks related to sales support, creation and update of database, support of marketing processes by product offers of WASKO S.A. promoted over the phone, market research with view of demand for a particular product. In contact with our clients our consultants use modern data communications solutions – CallMax System designed by our company. The system enables e.g. client identification, intelligent directing of calls, interactive voice information, call recording, voicemail servicing and billing generation.