As part of our commitment to the ongoing improvement of our support teams here at TPP Wholesale, we set out an ambitious goal for 2020 to invest heavily in an Australian lead support team located across the country.
We are happy to advise that this has been implemented with the vast majority of our support handled back onshore between 8am to 8pm Monday to Friday. We will continue to be supported by our offshore partners outside of these hours and on weekends to maintain 24/7 coverage. We hope that you see some of the improvements as they handle more and more of your support requests.
The team has gone through advanced training on systems, services and tools while adapting to our ever-changing product landscape to be ready to roll on our onshore program.
Additionally, we have continued to grow our Support Centre knowledge base (support.tppwholesale.com.au) to over 400 articles, with the goal to assist you in a convenient format 24/7. We hope you are benefiting from this however it is a constant work in progress so please let us know if you have any suggestions or ideas on how we can make it more useful for you.
2021 will see us continue our move into a more consolidated system within Support - Ticketing, Chat, Guide & Phone Support will all be migrated into ZenDesk. Enabling us to continue the successes we've achieved with our Chat Support & Support Centre over the past year. It will be live in its entirety by the end of January.
I will also be rolling out an open-door policy for all of our resellers, whereby I can be contacted at any point - please email firstname.lastname@example.org and address your email to Matt McLeary.