Launch of new customer assistance system
August 8th, 2016 sees introduction of our new support capabilities
Over the past few months, we have been actively investing in both our staff and our processes in order to achieve one simple, yet very important goal, service excellence. When it comes to customer support, we have one critical job. We must ensure customer needs are fully met and exceeded at every possible opportunity. As such, we are taking this opportunity to introduce some changes launching in the next few weeks.
We are implementing a new automated case management platform that will allow for (1) continual communication of case status to our customers and (2) clear case prioritization and workflow queues for us. Customers will always know their point of contact and the progression of their case throughout the resolution cycle.
Starting on August 8th, customers will begin seeing responses from the Vislink Technical Assistance Center when emailing us via the Vislink support address or calling us. Enquiries will be assigned a unique case number and a unique workflow that will allow us to execute the issue in a timely and efficient manner. Throughout the process, customers can reply back to these emails with comments and other pertinent information that will assist in the troubleshooting exercises. Lastly, and most importantly, we will not close the case until our customer approves of the solution.
This initiative is just one among a number of initiatives underway within Vislink to ensure our customers have a lifelong partner for success.
Vislink Technical Assistance Center
T: +1 978 671 5929
T: 888 777 9221
T: +44 1442 431410