A comprehensive suite of products and services, cutting-edge technology, flexible integrations, and top-notch information security to protect your data and reputation. These are certainly important factors when choosing your terminal’s technology partner. Yet there’s one key ingredient missing from this list, and it’s not so easy to test out before you buy.
At Tideworks Technology, we know that client support is no longer simply a matter of responsiveness. Our customers have too much on the line to rely solely on email, chat, or phone calls when every second of downtime means profit lost.
Our products help with a wide variety of terminal functions. From marine and rail TOS to planning and execution systems, customer communication support to data discovery and governance.
To meet the diverse needs of our clients, we offer support for our products around the clock, ensuring assistance is readily available both inside and outside regular business hours. In addition to our existing 24/7 support, we’ve introduced the Tideworks Support Help Center, an exclusive resource designed to empower Tideworks’ customers with self-service options for their convenience.
Unlocking Tideworks’ Unique Insights
Since 1999, Tideworks has been dedicated to designing best-in-class TOS solutions for marine and intermodal rail terminal operations. Since then, we’ve grown into a global technology brand that specializes in cargo transportation operations.
The new client Help Center provides 24/7 access to helpful content created by our highly knowledgeable workforce.
Thanks to our global presence, Tideworks’ employees have access to unique insights regarding challenges faced by the world’s cargo terminals. We’ve used this knowledge to craft solutions, support our customers, and drive technological growth throughout the industry.
However, all the expertise in the world doesn’t matter if our customers can’t self-service and access information when they need it. Our new Help Center guarantees our customers have 24/7 access to:
- Helpful articles
- In-depth user guides
- Complete product information
- Thorough FAQs
- The latest published documentation for all our products
- and more consistently updated helpful resources
Our goal is to make our knowledge and expertise readily available to our customers whenever and wherever they need it so they can get answers and support on their schedule.
Maximizing Efficiency with On-Demand Access
As part of our ongoing commitment to continuously improving our customer support standards, we noticed that our customers were previously relying on an ad-hoc approach to support—asking us questions and then waiting for a response.
Regardless of how quickly we got back to them, we knew the system could be made more efficient by providing on-demand access to the most up-to-date published information.
The Help Center significantly improves efficiency by providing on-demand access to support documents. This enables Tideworks’ customers to find answers efficiently without needing to formulate a question or wait for a response.
Prioritizing Specific Knowledge with Helpful Feedback Loops
Tideworks’ TOS solutions support a huge range of businesses around the world. Each of our customers values a specific set of support documents, so we needed to find a way to provide unique support while maintaining the efficiency of an on-demand help center.
Users can comment, like, follow, and set up notifications for articles and topics, allowing them to prioritize their knowledge needs.
Ultimately, we want our Help Center to empower users to be more self-sufficient with their service needs. Eliminating the need to rely on team member contact means one less step required to overcome challenges and get the most out of our products.
Chasing Perfection in Terminal Customer Support
As drivers of technological innovation and change, we know as well as anyone that the modern expectation for customer support is 24/7 availability and access to information.
The new Help Center aligns with the expectation of 24-hour access to help and answers, signaling Tideworks’ commitment to enhanced customer support.
This is just another step in our never-ending quest to meet the shifting needs of our customers, provide comprehensive support and service, and help our customers scale at their own pace.
Help Center Customers Can Build Custom Content and Control Who Has Access to It
Tideworks’ commitment to user security remains steadfast.
We know our customers will want specific documents accessible to specific user groups, so our help center will empower them to make those determinations and keep their information secure in the process.
Tideworks’ new Help Center emphasizes robust security features, including credentialed access. Our clients will have full control over who has access to view their custom content through our platforms.
It also supports customized content delivery, addressing concerns about data security by providing tailored information to specific user groups.
Revolutionizing Client Support: Discover Tideworks’ Next-Gen Help Center
We believe that the new Help Center represents a major transformation in the way we approach client support.
By providing comprehensive, secure, customizable, and on-demand access to all of Tideworks’ product documentation and helpful resources, we’ve added a totally new dimension to customer service that we’re excited to share with our customers.
Looking for a cutting-edge TOS solutions partner that makes customer support their top priority? Contact Tideworks today, and let’s start building a relationship based on mutual growth.