ERA, a leading home security specialist, has implemented a new helpdesk team offering support for its smartware security product portfolio.
With growing interest in ‘smart’ solutions in homes ERA has put together a new helpdesk focussed on the company’s range of smart security solutions. The four-strong team offers expert help and guidance for home owners, trade and housebuilders from the company’s head office at the i54 Business Park in Wolverhampton.
Tania Tams, Head of Marketing, said: “Our smartware security range is developing a pace and due to the nature of the products the time has come to provide an on-site, dedicated aftercare team for customers. The new team provides an extension to our existing ERA Expert Helpdesk team who offer support on our more traditional product range.
“In addition to supporting customers, we hope that this latest move will also provide peace of mind for tradesmen too, giving them a clear point of contact to refer their customers to for aftercare if they have any questions post-fitting.”
The Helpdesk team is lead by Customer Support Manager, Liam Moses, who has a background in digital sales and customer service. Liam said: “We offer a personal service where all our customers are guaranteed a ‘solve’ or ‘resolve’ outcome for their query. If we can’t solve their query on the spot, they can rest assured that we will go away and resolve it, usually, within 24hrs. We are currently running at a 98% solve rate at point of contact with the customer, with the remaining queries requiring additional input from other areas of our business.”
The new ERA Smartware Helpdesk Team can be contacted on 0345 257 1000, 9am-5pm Monday to Friday.
Image: (Left to right) Liam Moses, Customer Support Manager, pictured with Customer Support Advisors, Kaush Patel, Matthew Bird and Phil Robinson.