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McAfee Improves Its Customer Support
SecurityProNews
Staff Writer
2005-06-20
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McAfee is adding new innovation to its best-in-class technical support offerings for users, through the company's relationship with Sento Corporation, a provider of customer support solutions.
As part of this expanded relationship, McAfee is debuting Remote Assistance to its customers in EMEA. The new feature enables McAfee's technical support staff to remotely detect and remove viruses regardless of the customers' location.
The unique combination of "live" chat and remote assistance functionality enable customers to interact in real-time with a customer support representative while they remotely detect and remove viruses from the consumers' computer.
"The integration of chat and remote assistance are unique offerings that we are extremely pleased to introduce to our users in EMEA," said Lambert Walsh, senior vice president of worldwide technical support and customer service at McAfee. "Today's announcement is yet another example of how McAfee is raising the bar for security support, and increasing our global customer value and overall satisfaction."
Included within McAfee's new Virus Removal Service is the innovative option for Remote Assistance. Remote Assistance allows McAfee's highly trained support personnel to access a customer's system with customer's permission in order to efficiently diagnose and repair security issues.
Additionally, McAfee engineers can suggest steps to ensure that customers' systems are highly protected against security threats. Remote Assistance is available within both our premium voice and industry leading chat offerings. Remote Assistance, as a Virus Removal Service option, has enjoyed the highest level of customer satisfaction of all McAfee's support and services offerings since their launch in North America last year.
"We are seeing an emerging trend toward security vendors improving their overall customer support offerings, and through our partnership with McAfee we are excited to extend this highly successful Virus Removal Service with Remote Assistance to their customers in EMEA," said Pat O'Neal, chief executive officer at Sento Corporation. "For McAfee, today's announcement allows the company to further differentiate itself from competitors in breadth and depth of its customer service and support offerings. Their multi-channel, integrated blend of remote virus detection and removal, Web self-service, chat, email, phone and fee-based phone enable customers and partners to make the most of their McAfee security solution."
About the Author:
SecurityProNews is a daily online and email publication focusing on internet security issues.
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