Eset, a provider of security software, has selected InQuira, a provider of integrated software applications for web self-help, to enhance its global customer service infrastructure.
Eset will use InQuira’s InQuira version 8.1 with multi-lingual dictionary, a knowledge management platform that enables users to author and access content across multiple languages, including using cross-lingual natural language search, to power its global web self-service, agent-assisted support and website search.
InQuira has said that its cross-lingual capabilities are particularly relevant to the implementation, as Eset is consolidating its separate international websites into a single Eset.com property to serve the needs of all customers, partners and employees, regardless of geographic location.
Mike Murphy, CEO of InQuira, said: Support inquiries in the antivirus industry often carry a higher degree of urgency, so online and call center support become even more of a competitive differentiator. Eset’s global initiative is raising the bar for the industry standard of service, and we look forward to working with them in the coming months to consolidate their international support into one global support powerhouse.
Lance Smith, director of customer care at ESET, said: To maintain our exceptionally high customer retention rate, we aim to address any support inquiry as quickly and accurately as possible, regardless of channel or geographic location. InQuira’s multilingual and natural language capabilities will help us insure that we continue to deliver superior online and agent-assisted support.”