Avid revamps online customer support

Avid Technology has begun taking steps to right some wrongs and refocus the company on customer needs and service today with significant enhancements to Avid’s online customer support user-interface (http://support.avid.com) – a popular support destination for the company’s professional film and video customers.

The company says the redesigned Web tool improves the types of technical resources and information available to Avid support customers, allowing users to seek more accurate and personalized answers to important product and service queries, 24/7. Prior to launching the new site, Avid technical experts reviewed and updated more than 10,000 pieces of content with the goal of making it easier for customers to search for relevant information and effectively resolve technical issues.

The new Avid online customer support tool offers a wide range of improvements, including:

– User-ranked content for greater self-service support with a search engine that ranks and categorizes content, using adaptive search technology and click-tracking studies to monitor the content that users consistently rank as most useful.

– Up-to-the-minute personalized notifications. Users can choose to receive email notifications when any customer support topic is updated – eliminating the need for repetitive searches.

– Faster response times on support issues. By utilizing query-tracking capabilities and an integrated approach to incident management, Avid can identify and publish answers to emerging support issues with greater speed.

– Answers to queries – 24/7. Powered by an intelligent automated response system that matches questions with the most relevant published content available, users can receive answers to technical inquiries 24 hours a day, seven days a week. The system automatically logs all submitted queries and responses, and makes all of this information available for easy reference by any user, at any time. In certain instances, the system will merge multiple individual queries on the same topic into a single published article in order to effectively deliver relevant information to the larger customer support community. In the event that users are not satisfied with the technical information they receive, an Avid customer support representative will intervene to provide further assistance.

For more information about Avid’s enhanced online customer support, visit: http://support.avid.com.

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