While Webtech Wireless’ Customer Care supports two main communication tracks (email and a Customer Care website), it’s the latter track that is winning over our customers. The reason? The Customer Care website is designed expressly with the customer in mind.
“From the point of view of the Technical Support Team, it doesn’t matter if customers email or use the Customer Care website”, says Andrew Hwang, Technical Support Lead, “because we have our own internal process that ensures we track customers however they contact us. But to our customers, the Customer Care website gives them much more visibility into the status of their technical requests than sending us an email.”
And that’s the beauty of the Customer Care website. Customers have extensive visibility, or as Andrew puts it, “they know where they stand”.
Having a single place for communication is ideal for trucking fleets that may not have extensive enterprise resource planning (ERP) systems to integrate internal and external information across their organization. In plain language, that means it is better than relying on email, and as everybody knows, email gets lost, is tied to individual users, and if not continuously culled, becomes overwhelming.
Customers who have technical issues can log in, create a new ticket, search and view the status of tickets (even for tickets submitted by other employees at the same company), view the history of closed tickets, and even attach documents (such as PDF and Excel files) to tickets.
Just as Webtech Wireless excels at providing visibility to fleet management—from finding trucks on the road to business intelligence drawn from data gathered by GPS fleet tracking—customers can expect the same level of visibility when getting technical support.
If you’re not already signed up with the Customer Care Website, what’s stopping you? Visit http://www.webtechwireless.com/en/contact/ and sign up today!