ePathram - News: Etisalat launches new initiative to improve service experience for its Internet customers

14 July 2008

Etisalat launches new initiative to improve service experience for its Internet customers

In a major initiative aimed at improving the quality of service experience for its residential (Broadband Al Shamil ADSL) Internet service customers, Etisalat announced the launch of a new software called eSupport to enable them to solve basic Internet connectivity issues and problems on their own without having to call a help desk for support.

The eSupport software will continually monitor a device, identify a problem, and automatically resolve it or suggest a solution to the customer. The software is downloadable for free from www.etisalat.ae/esupport and enables customers to get to the root cause of Internet connectivity issues without any need for long and complicated diagnostics and troubleshooting procedures.

According to Mohammed Al Fahim, VP, Customer Care Centre, Etisalat, “The introduction of the eSupport software will prove to be extremely beneficial to our residential Internet users with its ability to proactively detect problems in real time and automatically apply or suggest solutions thereby resolving customer problems more quickly.”

He added, “We’ve given the matter a lot of thought and this is a proactive measure from Etisalat which will help our growing customer base to deal with minor service issues on an immediate basis. “

The eSupport software can resolve many common subscriber technical issues, such as "Why can't I connect to the Internet?" or "What's wrong with my email?”. It also provides answers to frequently asked questions. The software can help resolve common connectivity problems such as changed network settings, disabled network adapters, obsolete or fixed IP addresses, incorrect proxy server settings or modem configurations and even cabling issues.

eSupport users will receive automatic updates from Etisalat, including details of new services and alerts about any service interruptions. The program also gives users a personal Support code to facilitate rapid technical support through Etisalat’s Customer Care Center (101).

eSupport is also designed to perform in the event of localized computer problems or loss of internet connectivity, The program will automatically scan the hard drives and generate a Support code which, when shared with etisalat technical support agents, will speed up the diagnostic and resolution process.

“eSupport offers our residential customers an always-on, easily accessed support service in the comfort and convenience of their homes,” Mr. Al Fahim said. “We strongly encourage our customers to avail of this free and robust virtual support centre, the latest in a line of pro-customer service enhancements from Etisalat.”

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