Axis Communications has announced the upgradation of support tools to service cloud for improving and enhancing customer satisfaction.
The recent upgradation integrates different tools for phone, chat, helpdesk and Return Merchandize Authorization (RMA) to support various challenges faced by the technicians such as:
reuse data for issue resolution and troubleshooting
share competence collaborate/swarming
report back on main product issues to development
difficult process for TST tool maintenance like
Impossible to make some needed functionality to increase efficiency
Support complex and old code
Not future proof
The newly upgraded Axis Support Tools empowers technicians to service the customers seamlessly by integrating all the elements in a unified solution. As a result, the Total cost of Ownership also reduces.
Key benefits of the newly upgrades support tools include:
Increase customer satisfaction, communication, handling time and quality by streamlining the process of support, troubleshooting, collaboration/swarming and sales
Deliver support in a cost efficient and consistent way by improving performance
Assure scalability by leveraging self-service usage
Handing over leads to Sales team
Provide customer feedback channel for future improvements of Axis products, solutions and services
Keep track on customers service offerings – support packages/professional services.
Increase responsiveness to business
Scaling Up To 2B22
Servitization
Solution Support
Closer to end customers
According to Sudhindra Holla, Sales Director, Axis Communications – India & SAARC, “We have witnessed many technicians struggle with the complexities of customer service due to the availability of multiple complicated tools. Thus, deviating from the most important task of offering customer satisfaction. Making this a priority, we at Axis Communications decided to upgrade our existing tools to one unified solution. This in turn creates a window for our technical support to increase the efficiencies of customer services function. with their evolving needs. This lends more support to our team to rekindle relationships with our customers provide proper feedback and generate potential leads for fulfilling businesses.”
