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Lessons Learned from Dell Online Customer Support

from: Internet Exposed Files

Dell is one of the largest computer and consumer electronics manufacturers in the world. Founded in 1984 by Michael Dell, It has made huge strides in the past few years in its area of expertise. One of the key things that have helped Dell to achieve the status it has today is its excellent online customer support. Dell is known around the world for its outstanding after sales support both offline and online and sometimes one of the key reasons for people to buy it. It has received many awards for the same.

The warranty and insurance services as well as the on-premise support options work great but the first level of help that a Dell customer gets is from online support at its website i.e. : http://www.dell.com/support.

This website helps the users to find useful information related to the product they own, in form of frequently asked questions, articles, published manuals, expert advice, tips and tricks etc.

All of this information is neatly arranged and searchable by a very efficient search engine. The text is easy to understand and contains illustrations when needed. Apart from that, customer also can leverage the benefit of the Dell's large online community forum where other customers and experts of Dell can exchange ideas and solutions for quick help.

A customer can also opt for real time online chat to quickly resolve problems in case of an emergency as well as can register for receiving a call from a Dell representative for a very personalized assistance experience in solving the problem. Most of the queries are answered within 24 hours and that is saying something.

All Dell computers and devices come with a unique identifier called the Service Tag. It's an alpha-numeric code mostly found at the bottom of the device. This tag is used by the support website to uniquely identify the system and provide accurate support options for that particular machine. The drivers and downloads section is a very good example of this. When identified by the service tag, it automatically shows the most recent versions of software and drivers available for the device along with a comparison with the versions that were originally shipped and let the user downloads them easily as individual files or as a download batch.

One of the unique software that Dell provides as an addendum to online support website is Dell Support Centre. This software allows easy, wizard based, step by step operations to solve common problems by the customer himself before looking anywhere else for help. It also periodically displays critical and recommended alerts, on user's consent, from the Dell website about updates and other important information.





 

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