When it comes to tech support issues, more and more customers are moving online, preferring virtual channels over phone support. To meet this changing demand and ensure we are engaged where our customers want us to be, we have made big investments in eSupport— enhancing capabilities like online diagnostics, drivers & downloads and launching a program called Dell Web Content Support (DWCS) to further improve our customers’ experience on support.dell.com.
We currently have proactive chat that provides sales assistance for customers shopping on Dell.com, but now with DWCS, we’re taking it one step further. DWCS provides proactive customer service assistance for those seeking online support so we can help them as quickly as possible. DWCS allows us to interact with customers in real-time and guide them to the quickest resolution while also educating them about features and capabilities of our site.
DWCS is improving our customer service in many ways:
DWCS has already inspired some positive customer feedback:
DWCS is a great tool that is optimizing and improving the efficiency of Dell’s eSupport. Tell us what you think about DWCS and if you have other ideas to better improve the eSupport experience for our customers, please share them below.