MYOB Customer Support Moves Online
Media release: 15 July
CUSTOMER SUPPORT MOVES ONLINE
When it comes to getting help, customers are increasingly looking online for a range of support information and self-directed assistance – reflecting local businesses' increasing dependence on the Internet for information, according to leading business software provider, MYOB.
In just over 18 months, MYOB's online knowledge base, WebSupport, recorded over 100,000 sessions from customers looking up support articles. This represents an increase of more than 500% in activity from 2001, when the monthly average was just over 1,000 look-ups.
Acting Contact Centre manager Andrew Munro, says the massive increase in online inquiries reflects a growing trend towards using the Internet to access technical support.
"This is particularly true for people looking for a rapid response to fairly straight-forward issues – seeking online assistance is more and more becoming the first option as New Zealand businesses turn to the Internet for a wide variety of information."
"This milestone also highlights that our customers are taking advantage of the different ways we are providing assistance," says Andrew Munro.
"We have focused on offering a range of support options to cater for different types of customers, and WebSupport is filling a growing demand."
"We are keen to promote this type of self-help and continue to update and expand our online service with the latest technical information as well as additional offerings like email alerts."
WebSupport, MYOB's online knowledge base contains hundreds of support articles relating to the company's wide range of software products. It is available exclusively to MYOB NZ customers who are businesSUPPORT members or accounting firms.
MYOB is a global provider of solutions that liberate business owners and accountants from the burden of day-to-day administration, empowering them to achieve business success. MYOB develops and delivers award-winning software, services and support for more than 500,000 businesses and over 10,000 accounting practices worldwide.
Owner-operated businesses are the most dynamic force in the world economy and yet they are universally challenged by limited resources. MYOB uses its knowledge, expertise and scale to help them build better businesses.
MYOB also works directly with accounting practices to streamline their processes and maximise their productivity. MYOB solutions are used by leading accounting practices from tax agents and sole practitioners to the 'Big 4' firms.
Through its understanding and partnership with both business owners and accountants, MYOB strives to further enhance the links between them for their mutual benefit.
MYOB Limited is a public company listed on the Australian Stock Exchange (ASX symbol 'MYO').
MYOB New Zealand employs 80 staff in product development and design, training and support services, marketing and administration. MYOB's head office and call centre is based in Christchurch, with sales and training centres in Wellington and Auckland, and a network of licensed consultants and resellers around the country.