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Support and ConsultingIt is very well known that one of the most troublesome aspects of
goldsmith’s production is working the precious metal, its
melting and the complicated manufacture that follows. The
experience is not this often enough, for the producer, to solve the
problems faced during the different phases of its work, as a
consequence he seeks for help, for very precise and detailed
technical notions which might support him and let possible to
obtain a final unaltered and top quality product. The on-line servicePro-Gold for optimizing its consulting continuous service during
the production cycle, thought of an on-line reserved area where,
thanks to a real time exchange of information among
Pro-Gold’s technical staff and its Customers, is able to
assist, suggest and give advice to avoid practical mistakes and
defects while manufacturing the final product. E-Support is the
powerful software managing the on-line support service. It allows
the users to exchange very fastly information, data and analysis
useful to our laboratory to elaborate fastly and in the less time
possible the reply to the assistance request.
Moreover it is also possible to attach pictures of the problem to
support the information provided. Through questions and replies
stored in a virtual spaced reserved for each one of our Customers,
you can suggest the best strategies to optimize the execution and
therefore reach a high quality standard of the items produced. The
web are dedicated to the technical support enables the Customer to
open an assistance ticket
anytime he may need to ask
for consult to our laboratory. Once a ticket is opened, the
Customer is invited to fill an assistance form to collect all the
needful information useful to understand at first hand the
question. ProGold’s staff will take into consideration the
content, discussing and outlining it until drawing up a reply to
return the sender. At this stage, the Customer will verify its
correctness and efficiency, always with the possibility to go
deeper into the matter with further dialogue messages (thread) with the technicians on the topic discussed. The
stage of assistance is understood to be “opened”, until
the problem which gave birth to this request is finally and totally
solved. Each Customer, together with its old requests on disposal,
is able to access a general archive or Knowledge Base.
This is a sort of “virtual library” with all the
replies to the problems faced and solved by other producers. related topics» knowledge base
» missions
» claims
» customer satisfaction
» project request
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