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Merrow Launches Advanced Web-based Live Help and Technical Support
Merrow, Inc.® today formally announced the successful deployment of its ground-breaking video-streaming tutorials as part of a major upgrade to its online customer support system, MerrowSupport.com.
By: Merrow, Inc.
“Merrow faces the unique challenge of supporting customers in an estimated 90 countries worldwide” commented Merrow® CEO Charles Merrow. “To ensure that every user be offered ‘local’ service, we have committed significant financial resources to the development of a central and dedicated support site for our product line: MerrowSupport.com.”
In addition to technical help by phone, Merrow machine users can now receive support from:
-Video-tutorials for the 70-Class Machine series
- A searchable discussion forum consisting of current user questions, tips, and comments -Upgraded parts-listings and technical diagrams for all machine classes
-High-resolution stitch samples from all Merrow Machines Designed with customer service in mind, MerrowSupport.com offers comprehensive and innovative video instruction.
“We are helping to move an older industry into the 21st century,” continued Merrow. The website makes Merrow Machines simple to service and troubleshoot. It speeds technical problem resolution and raise customer satisfaction through automation. The new web-tools enable technical support representatives to more quickly diagnose and fix remote user problems and increase first contact resolution rates, or even allow for problems to be fixed before contact is needed.
In addition to creating greater customer satisfaction, the company reported that the new technical support system has tremendous operational and financial benefits. Call volume for product and customer support is anticipated to decrease 30% as customers easily answer questions themselves from information posted in the support forums.
"The good news for Merrow investors is that this system will make it possible for Merrow® to support our rapid growth in users without having to add to our technical support staff," concluded Owen Merrow, President of Operations.
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Merrow® has a proud heritage of installing innovation and precision engineering on every machine. Ease of use, clean operation, and refined components reflect more than 167 years of leadership in the textile industry.