April 2009
BitDefender▓s New Knowledgebase Portal Boosts Customer Support Capabilities
Helps Consumers Search for Answers to Commonly Asked Questions,Provides Easier Access to Customer Care Team
BitDefender╝, has launched BitDefender Knowledgebase, a portal on the BitDefender site that helps consumers locate answers to commonly asked questions and access the Customer Care team.
The BitDefender Knowledgebase Portal allows users to search for documents addressing common questions they have about installing or using BitDefender products, as well as ask questions about any issues they are experiencing. It uses a two step process to direct users to the appropriate solutions.
During the first step in the process, the user will be asked to define his/her query by choosing the appropriate category:
* Customer Service √ for information about trial offers, BitDefender▓s refund policy, ordering information, and downloading, registering, renewing and upgrading a product
* Technical Support √ for current and common issues for the product and version they are using
* Fight Against Malware √ for instances when the user▓s computer is infected and he/she needs more information about the malware
Next, the user will be prompted to browse through a list of available material that he/she can review and select to address the question or concern. The user can look at other documents any time during this step. Each document includes contact details for the Customer Care team in the event the document does not fully address the user▓s concern.
The BitDefender Knowledgebase also provides users the ability to:
* Obtain access to license key area
* Gain improved responsiveness from the Customer Care team
* Attain a higher priority on Customer Care task lists
All other support channels remain open 24/7, including email, forum, chat and phone. Should a customer not find an answer to their concern or issue in the BitDefender Knowledgebase, they can directly contact BitDefender Customer Care after logging into the MyAccount area of the BitDefender site.
⌠BitDefender understands that there is nothing more frustrating than having a question or issue with a product and not being able to find an answer,■ Valentin DANIELESCU, global director of customer care, said. ⌠Our objective with the BitDefender Knowledgebase is to dramatically improve our customer service capabilities by providing as much information as possible to our users, which in turn helps our Customer Care teams in the event the provided information does not address their concerns.■
BitDefender Knowledgebase is currently available in English, with plans to add Romanian, German and Spanish versions in the near future. Other languages will be added over time.
The BitDefender Knowlegebase can be accessed at: http://www.bitdefender.com/site/KnowledgeBase/consumer/
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About Bitdefender®
Bitdefender is the creator of one of the world's fastest and most effective lines of internationally certified internet security software.Since 2001, the company has been an industry pioneer, introducing and developing award-winning protection. Today, Bitdefender technology secures the digital experience of around 400 million home and corporate users across the globe.
Recently, the company has won a range of key independent recommendations in the US, UK and across Europe, including ConsumerSearch, Which?, Stiftung Warentest and Taenk. Bitdefender antivirus technology has also finished top in leading industry tests from both AV Test and AV-Comparatives. More information about Bitdefender's antivirus products is available from the company's security solutions press room. Additionally, Bitdefender publishes Malware City providing the latest updates on security threats and helping users stay informed in the everyday battle against malware.