Aten revamps eService platform
WORLD: Aten International has relaunched its eService technical support web platform with a more intuitive user interface and support for five additional languages. The platform integrates all customer service systems under a single account, providing real-time and complete aftersales services.
‘Providing excellent service to our customers is one of the top priorities at Aten,’ explained Kevin Chen, Aten International president. ‘Therefore, the development of a more intuitive and comprehensive online system for lag-free communication with our global customers was a natural step.
‘Our development team studied our eService website to find what our customers clicked on the most,’ he added. ‘We then redesigned our website with this in mind. The final product allows customers to easily find the information they need in less clicks. We have also added five additional languages to our website, to cater to our growing international customer base.
The platform comprises four main sections: Membership, Product Support, Case Search and Partner Support. The Product Support section contains an FAQ section, arranged according to popularity. The Case Search section is a new addition and allows customers to check their technical support cases, both open and closed. Once a customer logs in, their open cases are displayed in the centre of the screen. The section also allows Aten business partners to check the status of their current RMA requests.