How do we support customers?
We are obsessed with excellent customer service and giving customers the best possible support. Every single person in the TTNC team feels the same way about this, it's not just a management thing, it's in our core.
Recently, someone asked us about our customer support processes, and details on what resources we have available and the methods we use. We realised that we don't have all of this information in one place, so here goes:
Support is free
Firstly, TTNC support is free. We have been in business for fifteen years, and we have never charged for customer support – and we never will!
We think that customer support should be free when you are paying for a product or service. We don't believe in charging for support plans or using a premium rate number for our support line.
Questions, issues and guidance
If a customer has any questions, experiences any issues or wants guidance with our service, they can contact us via Telephone, Email and Live Chat. Telephone support is available 24 / 7 and is included free of charge to all customers.
Dedicated support teams
We have dedicated 1st, 2nd and 3rd line support teams and all members of our customer service and sales teams can provide 1st line support, such as changing a configuration or setting up services.
Our customer control panel – myTTNC - also has Live Chat available during business hours so that customers can get support in real-time while they are using the control panel.
Screensharing is also available to help customers with using services and for IP hardware support.
IP phones we supply are pre-configured, and we offer remote support for them, such as configuration changes and firmware updates.
Help Centre, Video’s and SDK’s
Our website product and services pages have FAQ's and Videos and links to our dedicated Help Centre (help.ttnc.co.uk), which has hundreds of helpful guides, including videos on how to use our services.
The Help Centre also has a dedicated section for our API documentation, including our client library and Software Development Kit’s (SDK's).
We have committed to providing the best customer service possible by giving in-depth training to everyone in our team, and by investing in the best tools to help us help customers.
Furthermore, we are IS0 9001:2015 certified and have a Quality Management System in place which focuses on improving customer satisfaction, and on helping us continuously improve our service.