How to: Use the Excell Group Help Centre

The Help Centre is your first port of call for assistance with your Excell services. Carry on reading to learn how.

This article is intended to introduce you to the Excell Group Help Centre and answer some frequently asked questions.

1. What is the Help Centre?
2. How do I set up my account?
3. So how do I get support?
4. What if I can't find what I'm looking for?
5. How do I manage my support requests?

What is the Help Centre?

The Excell Group Help Centre is an online customer support tool that we use to help ensure a fast, friendly, and efficient customer experience.

We chose Zendesk as our customer service platform due to it's recognised status as an industry-leading tool that allows us to manage incoming requests in an efficient way, resulting in a better support experience for our customers.

The Help Centre comprises both the software we use to communicate with you when you have a request or a problem, as well as the online Knowledge Base on which you are reading this article.

Finally, the Help Centre allows us to create advanced reports and analytical dashboards to give our customers an insight into how we handle their support requests - you can request yours from your account manager.

How do I set up my account?

If you have ever emailed us (since June 2015), or have called us and raised a ticket, you will already have an account. You may not have a password yet, however - but it's really easy to get one. Just click here, enter the email address you have used to communicate with us in the past and we'll send you a password set up link right away.

If you have never communicated with us or the last time was before June 2015 you can click here to sign up for a Help Centre account. If possible, please use your business email address so that we can identify who you are.

So how do I get support?

Our approach to customer service is simple: make it as easy as possible. For this reason, we've built a Knowledge Base full of resources for you to help yourself. Failing this, you can always email us, call us, or raise a ticket in the Help Centre and one of our support team will get back to you as quickly as you can say "help!".

1. The Knowledge Base
   
   A key feature of the Help Centre is the Excell Knowledge Base which provides public access to a comprehensive archive of product material, user guides and frequently asked questions. You can use this content to get up and running as fast as possible. Access the Knowledge Base now to explore our content. This article is one example of information in our Knowledge Base.
   
   
2. Raise a ticket from the Help Centre
   
   You can raise a ticket from right here in your web-browser. Just click here to submit a request and follow the instructions on screen. This will raise a ticket that will be routed to the best person to answer your question and we'll get back to you right away.
   
   
3. Email or call us
   
   Prefer the old fashioned way? Or the really old fashioned way? You can always email or call us - you will receive support in the same way as raising a ticket in the Help Centre. 
   
   You can find all of the relevant contact details here:
   
   http://www.excellgroup.com/contact/

What if I can't find what I'm looking for?

If you are browsing our Knowledge Base but can't find what you are looking for please do let us know by emailing [e-mail].

We've tried to create as much useful content as possible but this is always a work in progress, and your feedback is valued highly.

How do I manage my support requests?

We are using Zendesk Enterprise platform to manage our support requests and the Help Centre. They have provided information in their own Knowledge Base to advise end-users (you) on how to manage your support requests in the Help Centre.

Please click here to head to the Zendesk Help Centre to find out how to manage your support requests.

That's a wrap, folks.

We hope you enjoy using the Help Centre and the Knowledge Base. We would appreciate any and all feedback, good or bad, to help us do better in future. Please do vote articles up and down if they have helped you (or not) and get in touch with us at [e-mail] if you would like to discuss the service.