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Axis Communications Upgrades Support Tools for Improved Customer Service

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Axis Communications

Axis Communications, the market leader in network video, 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 Merchandise Authorization (RMA) to support various challenges faced by the technicians such as:

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  • reuse data for issue resolution and troubleshooting

  • share competence collaborate/swarming

  • report back on main product issues to development

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  •  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.

Also Read: Axis driving innovative network solutions globally-Sudhindra Holla

Key benefits of the new 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 the Sales team

  • Provide customer feedback channel for future improvements of Axis products, solutions and services

  • Keep track of 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 to provide proper feedback and generate potential leads for fulfilling businesses.”

Together with Salesforce Modules like Service Cloud, Live Agent Chat, Knowledgebase, Customer Community, Troubleshooter, Marketing Automation Tool- Pardot, Axis Communications created one single platform for future technical support, by saving time creating the best solution for client needs.

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