< Retail Services and Support

SERVICE DESK

Our service desk is made up of dedicated technical specialists who support our retail customers

CALL DESK

Our call desk operates 24/7 and logs and references each call or email in our system with the correct technical and severity categorisation.

  • Logging, categorisation and issuing a ticket number
  • Assign calls to the correct department with the attached SLA
  • Manage customer engagement
  • Evaluation and handoff management
  • Reporting
SERVICE DESK

The service desk is a senior team of retail specialists with hardware, payments and retail software experience. We strive for first-time resolution for our customers.

  • Determine root cause analysis
  • Remote diagnostics and support
  • Retail and system specialists
SUBJECT MATTER EXPERTS

The subject matter experts are an extension to the service desk and have deep technical experience, able to deep dive into complex software requirements.

  • Retail specialists
  • Technical specialists
  • Cross-system analysis

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WHY DO OVER 7 000 RETAIL STORES USE OUR SERVICE DESK?

Our teams consist of highly trained experts who possess deep knowledge of both retail processes and the software and technologies utilised by our retail customers. Understanding retail terminology, process flows, and the urgency in resolving technical incidents is part of our service.

Our top priority is to provide timely responses, accurate information, and effective resolutions to ensure customer satisfaction. In the complex landscape of today’s retail industry, we have a dedicated team of subject matter experts who specialise in the software and services we offer.

We are committed to delivering on our service promise and ensuring our customers have a positive experience. Trade Link recognises that our technical service desk plays a critical role as a service point of contact for retailers, enabling them to better serve their own customers.

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