Attenza, a provider of online customer service and support automation software, and Aon Warranty Group, an AON company announced that Attenza will power a Web self-service and knowledge management initiative targeting the customer support needs of Aon Warranty Group.
Aon Warranty Group, a provider of extended service agreements, customer relationship management, claim administration and training to manufacturers, distributors and retailers of consumer goods including automobiles, electronics, appliances, computers and telephone equipment is leveraging Attenza’s Answer Suite to create a “Tier 0” support offering to reduce the number of calls to Aon’s call centers and the number of onsite dispatches for warranty claims.
With Attenza’s solution, Aon Warranty Group will be able to offer its customers an “always on” support channel, allowing them to resolve inquiries over the Web versus the phone or a dispatched technician.
In addition, Aon Warranty Group support analysts will be able to access Attenza’s knowledge management and desktop diagnostic applications to improve resolution times and decrease the number of costly technician dispatches for warranty claims.
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