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Technical support provided via new MERA Helpdesk
MERA Systems has announced the introduction of Helpdesk as a key interface used for customer care service. The Helpdesk enables prioritization and automatic escalation of requests, ensuring that customer's Service Level Agreement (SLA) is fulfilled.MERA customers can submit trouble tickets at company's Helpdesk to complain about system errors of the MERA products deployed on their networks and file service requests. Trouble tickets may be allocated to technical support or customer care department. Technical support team processes installation and setup requests registers software errors and consults customers about products' functionality and configuration. Customer Care team deals with suggestions of how to improve products' functionality or accompanying documentation and marketing materials.
Users can also benefit from information sections available at Helpdesk. The News section covers relevant information about MERA products and new services. The Download section features the latest versions of product documentation and release notes. The Knowledgebase section includes the list of issues reported and fixed in different versions of MERA products and the list of functionality enhancements planned for future product releases. The lists are mainly based on MERA customers' suggestions.
MERA Systems launched the Helpdesk in late 2007 but the service already proved to be worthwhile. The results of the poll conducted among MERA Helpdesk users in March 2008 show that 80% of the respondents have rated the quality of technical support provided via Helpdesk as high. The average grade was 4.3 out of 5. The majority of customers rated their satisfaction with the professional competence of engineers as 4.5. On the whole, more than two thirds of respondents expressed their confidence that the quality of the technical support service improved since MERA Helpdesk was launched. The rest of the customers remained neutral about the changes.
MERA Helpdesk not only allows for high quality of customer service but also facilitates communication between MERA staff and clientele. The service provided via Helpdesk is now extended to a new 24x7 schedule. Technical support was available on weekends only in emergency situations, but now customers can address MERA staff anytime. The new schedule ensures promptness and efficiency of the service.
MERA staff continues working on enhancing Helpdesk capabilities according to customers' requests. Within the next 6 months the company plans to introduce a list of frequently asked questions (FAQ), add information about new products and a forum for customers.
The company invites its new customers to explore the benefits of Helpdesk: visit information sections, submit comments and suggestions. MERA Systems aims at taking customer service to the new level and will work further to meet immediate needs of the company's clientele.
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