Self-Serve Technical Support – Now Available from Viavi
This week, Viavi introduced a new technical support section, support.viavisolutions.com, that customers can access for self-service help with their technical support questions.
Leveraging technology in response to market and customer needs should come naturally to a technology company like Viavi Solutions. And, a recent Forrester Research report indicated that 72% of companies said improving customer experience was their number-one priority – and Viavi is no different.
With always-on technical support, our customers can now simply use their browser for questions about products and answers to technical challenges – without having to call or email. Our new approach to customer/technical service better serves customers on their time, when they need it.
A recent article in Forbes validates our approach, including that “it is doubtful that the phone will ever disappear completely as a way for customers to connect with a company. Some difficult-to-solve problems require that human-to-human interaction, but as a quick first line of support, the alternative channels are becoming the norm rather than the exception.”
In the coming months, we also have plans to do more integration with viavisolutions.com and our technical support functions – stay tuned and we look forward to sharing the news. In the meantime, if you have any questions or comments, please let me know below.
Alan Lewis is Viavi’s Global Director of Technical Support and is responsible for the operational effectiveness of post-sale technical customer interaction management and optimizing the customer value of Viavi products. Previously, Alan has held senior technical positions in product management, business planning, engineering, operations and quality, and has implemented transformation programs in the telecom and computer industries for companies including Philips, Digital Equipment Corporation, HP, and Agilent. Born in Scotland, Alan holds a Master’s Degree in Technology Management from the Business School at Strathclyde University Glasgow.