ATEN International, the world-leading designer and manufacturer of advanced connectivity and management solutions, has redesigned its eService technical support web platform in line with the needs of its customers. The new eService platform (eservice.aten.com) has a more intuitive interface that is now available in five additional languages: German, French, Italian, Spanish, and Portuguese.
The popular eService platform, integrates all customer service systems under a single account and platform, providing real-time, complete after-sales product services. ATEN’s technical support team uses this platform to provide the latest product information and respond to customer enquiries. The eService platform assists global customers in cutting down troubleshooting and problem-solving time.
“Providing excellent service to ATEN’s customers is one of the top priorities at ATEN. Therefore, the development of a more intuitive and comprehensive online system for lag-free communication with our global customers was a natural step for ATEN”, explained Kevin Chen, President of ATEN International.
“Our development team studied our eService website to find what our customers clicked on the most. We then redesigned our website with this in mind. The final product allows customers to easily find the information they need in less clicks. We have also added five additional languages to our website, to cater to our growing international customer base,” Kevin Chen, President of ATEN International
The eService platform has four main sections: Membership, Product Support, Case Search and Partner Support. Under Product Support is a FAQ Section which is arranged according to the popularity of the FAQ. The Case Search section is a new addition which allows customers to check their technical support cases, both open and closed. Once customer login, their open cases are displayed in the center of the screen. This section also allows ATEN business partners to check the status of their current RMA requests.
For 35 years ATEN International Co., Ltd (aten.com) has been the leading provider of IT connectivity and management solutions. Offering integrated IT Infrastructure Access Management, Professional Audio/Video and Energy Intelligence Power & Cooling Distribution Systems. ATEN solutions connect and manage electronics in home, office, commercial, industrial and enterprise environments with a portfolio of 320+ products distributed worldwide. ATEN has 400+ issued patents and an international R&D team that produces a stream of innovative solutions every year. ATEN’s consolidated sales for 2013 came to NT$4,572 million. Headquartered in Taiwan, ATEN International Co., Ltd. has subsidiaries in China, Japan, Korea, Belgium, the U.S., the U.K., and Russia; with R&D centers in Taiwan, China and Canada.