PerkinElmer Informatics is thrilled to announce that we have moved to a new support platform called ZenDesk! ZenDesk is the industry leading customer management platform that will change how we will interact with you and give us more avenues to provide an ideal support service.
Some of the highlights of the new system include:
- Customer Facing:
- Brand new customer portal – Cleaner, Simpler, and Easier to Navigate. All your tickets in one place (note that we imported three years’ worth of tickets from our old system).
- Holistic customer views. Your Support Administrators, can easily understand your engagement with us not only at a ticket by ticket level but at an organizational level.
- Ability to Chat with us! Our chat workflow, powered by AI, will direct you to articles that are aligned to your challenges. Don’t worry, if the Bot can find what you are looking for, you can always “talk to a real human” during working” hours.
- Integrated Community Forum
- Internal Support Engineers:
- Integrated workflows to easily merge multiple tickets or touchpoints with a customer to streamline their experience as well as improved escalation management
- Integrated Internal and External Knowledgebase, including the ability to create or reference KB articles from within any ticket
- Direct interface to our defect tracking system to better connect quickly with R&D and Product Management when needed
- Improved metrics for better understanding trends and customer satisfaction issues.
The new system is now live. If you want to see your tickets, simply login at the top right and choose “My Activities” from the profile menu. We hope you enjoy the new platform should you need help, and as always, thank you for your business.