How ASL Transforms Customer Support with Innovative Tools

Discover how ASL is revolutionising customer support with innovative tools designed to streamline processes and enhance user experience.

The Importance of Efficient Customer Support

In today's fast-paced business environment, efficient customer support is more crucial than ever. Customers expect swift resolutions to their issues, and companies must adapt to meet these high expectations. Efficient customer support not only enhances customer satisfaction but also fosters loyalty and trust. We understand this need and have invested in advanced tools to ensure our customers receive the best support possible.

Introducing the ASL Customer Portal: Features and Benefits

We have developed a comprehensive Customer Portal, designed to make managing service requests and equipment as straightforward as possible. This portal offers a range of features that empower customers to handle their needs independently and efficiently:

• Log Service Tickets: Customers can report issues directly through the portal and track their progress in real time, ensuring transparency and timely updates.
• Monitor Updates: Stay informed and communicate easily with the ASL team, facilitating smoother interactions.
• View Assigned Equipment: Access a complete list of equipment across all sites, making management more convenient.
• Log Meter Readings: Keep records accurate for precise billing, reducing the likelihood of errors.
• Download Invoices: Access and download invoices anytime, ensuring hassle-free financial management.

These features collectively enhance the user experience, making the ASL Customer Portal an invaluable tool for customers.

Ava: Your Virtual Assistant

To further elevate customer support, we introduced Ava, your virtual assistant. Ava is more than a chatbot; it functions as a personal assistant for managed print services. Ava's capabilities include:

• Order Tracking: Check recent orders and delivery statuses with ease, keeping customers informed at all times.
• Consumable Orders: Order toner, staples, and other supplies effortlessly, ensuring devices are always ready for use.
• Service Requests: Log maintenance or support requests without hassle, streamlining the process of getting help.
• Meter Readings: Submit meter readings for accurate billing, just like with the Customer Portal.
• Copy Invoices: Access invoices through the Customer Portal, providing a seamless financial overview.
• Sales Enquiries: Get assistance with purchasing or upgrading print solutions, making it easier for customers to meet their evolving needs.

Ava's 24/7 availability and instant responses ensure that customers receive the support they need whenever they need it, enhancing their overall experience.

Real-Time Service Ticket Management and Remote Resolutions

Our commitment to efficient customer support is further demonstrated by our approach to service ticket management. The Customer Portal allows users to log service tickets and track their progress in real-time. This transparency ensures that customers are always in the loop regarding their issues.

In addition, the ability to resolve service tickets remotely has significantly reduced the need for engineers to travel. So far in 2025, 18.5% of service tickets have been resolved remotely, thanks to the diligent efforts of the Helpdesk Team. This not only speeds up resolution times but also reduces operational costs and environmental impact.

24/7 Availability: Never Wait for Support

One of the standout features of our customer support is its round-the-clock availability. Both the Customer Portal and Ava are accessible 24/7, ensuring that customers can get the help they need at any time. This level of accessibility is particularly beneficial in a global business environment where issues can arise outside of standard operating hours.

The 24/7 availability also means that customers are not left waiting for support. Instant responses from Ava and real-time updates from the Customer Portal ensure that issues are addressed promptly, enhancing customer satisfaction and trust in our services.

Enhancing Customer Experience through Self-Service Tools

Self-service tools are at the heart of our customer support strategy. By empowering customers to manage their accounts, log service tickets, track orders, and more, we enhance the overall customer experience. These tools are designed to be user-friendly, ensuring that even those with minimal technical expertise can navigate them with ease.

The self-service approach not only improves efficiency but also gives customers a sense of control over their interactions with us. This empowerment leads to higher satisfaction levels and fosters a positive relationship between us and our customers.