Direct Customer Contact for Critical Alert Conditions
LAS VEGAS – (Octobr 20th, 2008) – PlumChoice (www.plumchoice.com), the leading provider of remote technical support services, today announced a proactive ‘AlertMe’ feature for its SAFElink™ Desktop agent that allows customers to be contacted directly in the event of critical PC conditions. This new feature enables PlumChoice personnel to offer an industry leading change: moving from a reactive stance to providing proactive customer intervention and expert assistance – a true service differentiator.
To ensure timely resolution of a critical condition such as an inactive security program, the SAFElink Desktop displays an on-screen warning indicator in the control panel as well as triggering the AlertMe feature advising PlumChoice to contact the customer directly. Customers opt into the feature and can set privacy controls. Critical alerts currently monitored include security and backup application status.
The SAFElink Desktop agent is an always-available easy access tool for customer PCs that provides one-click access to technical support services delivered through the PlumChoice SAFElink Enterprise service platform. SAFElink Enterprise is the industry’s leading remote, on-site, in-store and depot technical service platform for PCs, Macs, and other network or USB-connected devices, powering premium technical services for technology service organizations worldwide.
The SAFElink Enterprise platform allows retailers, telcos, cable service providers, ISPs, OEMs, ISVs, warranty service providers, traditional contact centers and others to extend their technical support portfolio with minimal incremental investment in labor and infrastructure, increasing customer satisfaction with out-of-bounds support as well as reducing costs by addressing NTF returns and reducing churn.
This is accomplished through the platform’s unique combination of remote support services tools, industry-certified technical support services professionals, documented reliable processes and comprehensive reporting tailored to the partner’s needs, with the key benefit of offering a single point of contact and accountability for all partner communications.
“Our SAFElink Enterprise platform is designed for organizations that want to enhance their customer support services but do not want to invest in developing those capabilities internally, or go through the trial and error of starting from scratch. We provide remote technical support and power private label brands. SAFElink Desktop’s AlertMe feature is the latest enhancement to the platform,” said Fred King, vice president of sales and marketing at PlumChoice. “Now service providers can provide a superior customer service experience as well as protect themselves by ensuring that critical applications are active and up to date.”
PlumChoice will introduce SAFElink Desktop with its new proactive AlertMe feature at Booth #69 at the Service and Support Professionals Association’s Leadership 2008 conference that opens today in Las Vegas. For more information about SAFElink Desktop and the SAFElink Enterprise platform, email email@example.com or call (866) 811-3321.
Karen McPhillips, Vice President, Marketing
SSPR, for PlumChoice
The press release contains forward-looking statements regarding anticipated objectives, growth and/or expected product and service developments or enhancements. Such forward-looking statements may be identified by the use of the following words (among others): "believes," "expects," "may," "will," "plan," "should" or "anticipates," or comparable words and their negatives. These forward-looking statements are not guarantees but are subject to risks and uncertainties that could cause actual results to differ materially from the expectations contained in these statements. PlumChoice assumes no obligation to update any forward-looking statements contained in this press release in the event of changing circumstances or otherwise, and such statements are current only as of the date they are made.