Archive notice: This article was originally published on March 18, 2008. Links and embedded videos are preserved as part of the historical record.
The redesigned website offers expanded functionality intended to make information and technical help significantly quicker to use.
Avid support customers can now search specifically for personalised solutions to their enquiries around the clock. For the site’s relaunch, Avid’s technical experts reviewed more than 10,000 pages of content to make it easier for Avid customers to find suitable information and solve their problems effectively.
“Avid’s improvements to its online customer support site are enormous,” says Todd Smelser, Director of Postproduction at SUCH, a production company in Michigan, enthusiastically about the new website. “It has become much more intuitive to use and now works exactly as I expect.
Enter a query in the search box and you immediately get the right result. Particularly great is the direct, real-time contact with ‘Live Support Representatives’, whom you can ask questions directly. Last week, I asked two very specific questions and received prompt, competent answers. Another spectacular feature now allows technical information to be received, stored and tracked even more effectively. This particularly simplifies the troubleshooting process because the web tool tracks and collects all my enquiries and the answers to them in one central, and therefore easy-to-manage, area. I love it! The new website proves that Avid really listens to its customers – and also responds appropriately to improve customer service.”
The new Avid online customer support offers the following new features:
·Fast self-help through classified support articles: a search engine ranks all articles according to how frequently users request them. Content is managed using adaptive search technology and analysis of ‘clicks’. The search engine’s real-time management continuously updates which content is being viewed, thereby ensuring the relevance of the data.
·Latest personalised notification function: users can be notified by email as soon as content relevant to them has been updated.
·Shorter response times: using tracking technologies and integrated enquiry management, Avid’s support department aims to answer enquiries significantly faster.
·Based on an automated response system that matches each enquiry with the most relevant content, customers can now receive suitable answers to their questions 24 hours a day, around the clock. The system automatically logs all incoming enquiries and answers and makes this information accessible to all users at any time. For identical enquiries, the answers are consolidated into an article, efficiently providing the user community with the answers they want. If the supplied content is insufficient for the users making the enquiry, a customer support representative steps in to provide further assistance.
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