Rivertrace have recently launched our ‘Knowledge Base’. This is a dedicated area on the website to enable customers to access important technical information for common issues and resolutions.
In line with our digital transformation journey, we have seen a growing demand from customers for access to online ‘help’. The knowledge base covers our most popular products and has been developed following years of remote support via e-mail and calls. Articles have been written based on the intelligence from our remote support system which shows what customers are consistently asking for help with.
The result is several, clear, process orientated pages which describe issues and fixes in a clear, logical manner. We have added multiple images, video and links to helpful documentation.
The knowledge base has a useful search function with pages categorised by product and tags behind the scenes to aid the customer in finding what they need.
We still have our Engineering Team on hand should customers not find what they need. Customers can raise support tickets on the website and our team are targeted to respond within four hours during business hours and twenty four hours during non-business hours. Our support ticket system will automatically send customers a customer satisfaction prompt. Based on this feedback, we will continue to improve the information provided.
Andy Wickenden (Product Support Manager) said, “This is a great step forward for Rivertrace. We have listened to our customers who are evolving with growing expectations to provide consistent information and help online. The knowledge base will grow and evolve as we continue to deliver new products to our markets. It is a great tool for us as a Manufacturer to share key technical information.”
The knowledge base can be found here. Please let us know your feedback.