Friday, May 13, 2011

Next-generation customer support – technical support forum from M2M specialist huge success

LONDON, UK: Telit Wireless Solutions, a global leading specialist in wireless machine-to-machine (M2M) technology, is committed to interaction and the exchange of knowledge in its communication with customers. In October 2010, the company extended its comprehensive service concept with the Telit Online Technical Support Forum.

This offers full assistance worldwide and at any time and also provides a technical knowledge database relating to M2M technologies. After just six months of operation, the forum is already hugely popular with customers, partners and the M2M community.

To operate successfully on the dynamic M2M market, comprehensive support and the availability of up-to-date information are crucial – and Telit recognised this at an early stage. With its Technical Support Forum, Telit allows customers and partners to interact directly at any time with the support team, explain their problems, ask questions or generate discussions.

The unrestricted availability and the rapid response times from the Telit support team guarantee broad, prompt assistance. This enables customers to launch their M2M applications onto the market in a significantly shorter timeframe.

The forum is also playing an important role in encouraging networking between Telit customers, who are able to communicate with each other across national borders. Individual knowledge of M2M is therefore increased with information on the M2M markets of other countries.

In terms of technical aspects as well as regarding exchanges on current trends and challenges on the various markets, this represents an advantage for customers, people interested in M2M and developers worldwide. Thanks to the wealth of articles from users and FAQs, the forum is developing into a comprehensive source of information that is available to all registered users and which encourages the exchange of expertise relating to M2M products and applications.

Current user numbers illustrate the platform’s high level of acceptance and tremendous success: “After just six months, around 700 users have registered in our support forum. This tremendous demand affirms our action. Here, we have created a forum that is tailored perfectly to the needs of the M2M community,” says Paolomaria Schiratti, EMEA Applications Engineering Manager at Telit.

The users currently include around 120 Telit customers and 240 customers of Telit’s partners. Just under 340 users have also registered who are not part of the company’s customer base, but rather represent the M2M community. More than 1,000 messages have been posted by users in the forum and the Telit support team has answered numerous questions immediately.

“Individual support is crucial for being able to use M2M technology successful. This is why customer service is so important at Telit. In future too, we will be investing in our support services in order to be a reliable partner at all times to our customers,” says Felix Marchal, Global VP Sales at Telit.

Other social media channels such as Twitter, Facebook, LinkedIn or XING, as well as e-mail and telephone-based support, add the finishing touches to Telit’s service concept and facilitate direct and rapid contact with the support team.Next-generation customer support – technical support forum from M2M specialist huge success.

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