Putting the Customer First

That’s not just the title of this post – it’s the guiding principle of our support team.
When customer inquiries reach us by email (support@topix.asia) or phone (via our central hotline: +66 32 90269-0), our support colleagues have one priority: resolving each case as quickly and effectively as possible. In this post, we take a closer look at how that process works behind the scenes.

 

The Process - How we handle customer inquiries

Every request is first recorded in our own TOPIX system and assigned a unique ticket number. This ensures that the case can always be clearly identified and makes it easier to track in case of follow-up questions.

Next, one of our team members analyzes the situation.
Thanks to their many years of experience, most issues can be resolved quickly. For more complex cases, we sometimes consult our in-house specialists from the Consulting or Development teams.

In every instance, the customer receives a clear and appropriate solution to their problem.

"The range of inquiries we get is amazing,” says Renate Weber, who has been supporting our customers for over eight years.
“And as the feature set of TOPIX keeps growing, the questions are becoming more and more complex,” adds Andelko Vuletic, who’s also been part of the TOPIX team for many years.

 

Support – A Company’s True Calling Card

A company’s true capabilities often only become apparent when customers interact with the support team,” says CEO Wolfgang Grasberger.
„That’s why it’s so important to us that we rely solely on our own well-trained staff. We have no interest in becoming an anonymous call center where requests pass through 20 different hands before a solution is found.“

At TOPIX, competence and professionalism come first. That’s why we invest heavily in the training and development of our team. We also provide helpful tools like our customer portal, which allows users to check the status of open tickets and conveniently submit new ones.