Our award-winning Help Desk supports leading brands in retail and hospitality 24 x 7, in over 8,000 locations across the globe. For more information visit: http://www.retail-assist.co...
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Our award-winning Help Desk supports leading brands in retail and hospitality 24 x 7, in over 8000 locations across the globe.
If our customer’s stores are facing IT-related issues, day or night, calling our Help Desk is the most efficient way to resolve the incident. Here at Mint Velvet, a small glitch in their payment solution risks losing the customer sale.
Chelsea: Hi, you’re through to Chelsea at the Help Desk, can I take your store number please?
Jackie: It’s 1032
Jackie: My name’s Jackie
Chelsea: I’ll just find you here. OK and what seems to be the problem?
Jackie We’ve got a problem with our card machine.
Jackie: It’s coming up that it’s disconnected.
Chelsea: OK, chip and pin’s not working, let me just get that loaded for you now.
Calling our Help Desk ensures that the brand can continue trading thanks to a quick and simple resolution.
Chelsea: So let me just get you logged in... right. If you want to get logged into your POS, you should be able to do a test sale for me and it should be working fine.
Jackie: Thank you Chelsea, that seems to be great now.
Chelsea That’s all working as it should be.
Jackie: Thank you, bye-bye.
As a single point of contact, there is no confusion who to call, and we use industry best practice to manage the issue in the most effective manner.
Covering a range of IT support services from first line support to facilities management, we deliver Managed retail IT Services across your whole business, from front line to head office.
In addition, 40% of our team is bilingual, communicating well with your overseas teams. International Help Desk support builds better global relationships.
Nadine: Service is valuable to us because they’re available when we need them, they’re quick, they’re efficient, very knowledgeable and they keep the situation calm. It helps us to maintain a level of customer service; if we have a problem we can ring them, they’ll calmly sort it out, they give us updates and so that generally helps us with the running of the business.
They know we have peak periods and evenings and weekends, we have film premiers and they’re always on hand to help us through those, and things get fixed quickly and efficiently. They’re also invaluable when we’re off screen, so that’s when one of the cinemas is down.
They’ve helped prevent trading disruption for us. We see Retail Assist as a partner, not just a supplier; Retail Assist is a partner for the future.
Vue have been recently rolling out paperless ticketing to improve our service to our customers and get them into our screens as easily and quickly as possible; and Retail Assist is the backbone supporting that technology and they’re experts in the Retail industry.
They’re also focused on delivering the best customer service, it also frees up our cinema staff to worry about what’s important to Vue, which is the customer experience. Retail Assist always step up to the plate to make sure that Vue are given the best possible service.
As a dependable IT support partner for some of the leading names in retail and hospitality, our Help Desk operates as an extended part of our customers’ internal teams to truly understand their business, and provide an integrated service to support their exact requirements.