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19 | P a g e33 Inverness Center Parkway | Birmingham, AL 35242 <br />Tel: (856) 764-7163 <br />www.jjkane.com <br />JJ Kane Auctions Response to City of Everett <br />RFP #2024-007 – Vehicle and Equipment Auction Services <br />items at these locations prior to auction close. This option offers the best features of both in- <br />person and online auctions. <br />At JJ Kane we believe that every great customer relationship stems from a seamless customer <br />experience. <br />Our in-person Customer Support Center is staffed Monday – Friday, 4:30 AM to 5:00 PM <br />PST for consultation via phone (856-764-7163) and to reply to emails <br />(contacts@jjkane.com). Our contact us page on our website <br />https://www.jjkane.com/contact-us/ has an interactive form where information can be <br />entered and submitted for follow-up from a dedicated Customer Service <br />Representative. <br />We utilize the Ring Central program (Voice Over IP - VOIP) where you don't need a <br />phone line, just internet. This has enabled us to create a better customer service <br />experience by reducing missed calls, reducing wait times, avoiding excessive transfers, <br />and having one person to be able to assist with all customer needs. <br />All calls and web forms automatically create a helpdesk ticket in our industry leading <br />Zendesk helpdesk system. This system ensures customers are getting to the right place <br />quickly, and every Customer Support Representative is an employee of JJ Kane. <br />When a customer contacts us with the form on our website, calls our team, or <br />emails us, a ticket is automatically created. <br />Customer receives an email saying ticket has been created by JJ Kane and <br />Zendesk. <br />Our team can then forward the question to the Seller if necessary and await the <br />reply before responding to the customer. <br />This formal tracking allows our Customer Support Representative to keep all <br />correspondence in one thread to help customer as efficiently as possible. <br />We use a closed loop ticket system assures that all questions are answered. If an issue <br />arises, our goal is to make decisions and follow up within 24 hours on issues that needed <br />to be escalated above our customer service representatives. <br />Docusign Envelope ID: 233B69CB-382C-43C4-8A3F-D27ECD09D4CC