xG Technology, a leading provider of wireless video solutions to broadcast, law enforcement and defense markets, and private mobile broadband networks for critical communications, announced today that its IMT-Vislink business has launched a comprehensive customer technical support portal for its worldwide clients driven by the Freshdesk system.
Freshdesk is a leading cloud-based platform used to manage customer service and support interactions. It allows organizations to support their customers with multiple touch points including email, phone, website, and social media. Among the key features it provides are a customizable knowledge base, trouble ticketing system and the ability to provide 24/7 support.
Using Freshdesk, IMT-Vislink support personnel will be able to respond to customer needs in a timely manner as well as more accurately track issues from start to finish. All customer support communications will now flow through a central system that is integrated with all other systems used for customer contact, allowing quicker response with accurate answers to whatever issues the customer may be experiencing. For IMT-Vislink customers, this will result in tighter turn-around times for repairs, faster responses to their requests, and full visibility into their support history for historical reference.
“Our corporate mission has always been to offer best-in-class technology, products and solutions that are exacting and quality-oriented,” said John Payne IV, president of IMT USA. “That mindset extends to our philosophy of customer service and support. With our launch of Freshdesk, we have put in place a comprehensive, centralized system for facilitating the delivery of an outstanding customer experience.”
“IMT-Vislink is proud of its partnership with Freshdesk as a means to improving the global customer experience,” said Christopher Blanchard, customer technical support manager for IMT-Vislink. “It will allow us to meet the customer’s need for efficient access and information, as well as allowing the customer to have the most ways to securely communicate with us.”
In the near future, IMT-Vislink will also be offering a mobile app for customers “on the go” to enter and review tickets from their cell phones and other smart devices, social media interfaces, as well as forums for customers which will all be driven by Freshdesk. This will ensure that, no matter how customers choose to communicate, IMT-Vislink will be ready to respond in a timely manner.