At IDenizen, we always put our customers first and treat their requirements and grievances as top priority.

Our customer support team is based in Bangalore and consists of very dedicated and skilled personnel. They are reachable all 6 days a week and can be reached by means of telephone, emails, fax and the Internet. We have a live chat facility which enables our customers to reach us whenever they need us.

We also have an automated escalation feature built in the system through which all the unresolved problems if any can be escalated to the senior management.

The process followed to log complaints is as detailed below.

·         All complaints are to be logged into the CRM (Customer Relationship Management) software application.

·         While lodging a complaint the customer should attach a screen shot of the problem faced.

·         Our team will evaluate the problem and revert within 4 hours.

·         Most complaints lodged are handled remotely.

·         If the issue needs to be addressed by an engineer on the site then, a meeting needs to be arranged for.

·         Once the issue is resolved, the customer needs to sign a form called the “sign off form” and submit the same. This is the final stage of the customer support process.

 The unique features of IDenizen’s Technical Assistance Centre are

·         Cases or issues can be escalated automatically if there has been no progress made on the case.

·         Cases or issues can be closed automatically when the issue is resolved.