Outstanding Support How and When You Need It
In a world where
business, social engagement and the flow of information never sleep, the Norton
Support team understands that support may be needed at any time.
Norton offers four
channels of support in the form of phone, chat, social support and community
forums to meet your needs. In recognizing that the digital world is always on,
support is available 24 hours a day, 7 days a week.
Our support team
members display patience and understanding, helping the customer feel at ease,
regardless of their situation. Like Peggy L., a prime example, says, “I
couldn't ask for a better service. I am 72 and certainly not a computer wizard.
[The Norton expert] was patient, professional, knowledgeable and courteous. He
zeroed in on my issue very quickly and walked me through the resolution. I get
a little nervous when it comes to technical issues but he made it very easy….” Comcast com/norton
The team’s objective
is to accurately resolve the issue the first time you call, with a first-time
resolution rate of nearly 80 percent. (Global English 78.5% – May 2015)
Spend time doing other
things while chat and remote support do their work
Chat support not only
saves money on a phone call, but it also allows you to do what you want while
getting the help you need, which is why it appeals to the 70 percent of Norton
customers that choose it.
Remote assist
technology, which is built in-house, compliments the chat support experience —
you can leave your computer unattended, while the Norton expert fixes your
issue.
Norton customer Wayne
E. enjoyed a truly relaxing and stress-free experience, saying, “I even fell
asleep and [the Norton expert] assured me by the time I woke up 'everything
will be fixed,' and she didn’t disappoint.”
Those who are less
computer literate need not be intimidated by the concept of chat support. If
you run into difficulties, just call on remote assistance like Tracy H., who
says, “I chatted online with a [Norton expert]. He was very patient with me …
because I was struggling a little bit with the operating system, he offered to
remotely assist the computer and then he took over the task, which I was very
thankful for….”
Social support keeps it personal
Social media platforms
Norton com/activate, make it easier than ever for our voices to be heard around the
world. If you tweet or comment at a point of frustation, Norton Social Support
will hear you across the digital landscape, and will reach out to offer
assistance.
The Norton
Technical Support team generates
positive discussion by reaching out via social channels where people are not
asking for help directly. “We don’t just search Facebook and Twitter, but all
community forums across the Internet, like HP, Dell, Comcast, Yahoo Answers,
Reddit, etc. Anywhere there are communities talking to each other, we want to
be a part of that conversation,” says Tim.
The Norton Technical xfinity com/norton, Support team employs the very behavior
that’s intrinsic to social platforms, by starting conversations and building
rapport with customers. “We take the number of negative comments and see how
many of them we can turn into positives, and ask, ‘What was the social team’s
impact on the conversation and how did we shift the social landscape
sentiment?’” says Tim.
Customer satisfaction
survey revealed customers rated their overall experience with the Norton Social
Support team an average 9.2 out of 10.
The Norton team cares
about what you say
The Norton Technical
support facilitate open and honest discussion, resulting in genuine,
free-flowing information and conversation, encouraging customers to help each
other. “Yes, we have moderators but we let our users run and function as a
community. We try not to get involved unless we have to,” says Tony Weiss,
Social Project Manager.
TAGS
Comments
Post a Comment