Woburn, MA – March 19, 2014–Kaspersky Lab North America announced today that its Customer Support Team was named a Bronze Winner for Customer Service Department of the Year in the eighth annual Stevie Awards for Sales & Customer Service. The Stevie Awards for Sales & Customer Service are the world’s top sales awards, contact center awards, and customer service awards. The Stevie Awards organizes several of the world’s leading business awards shows including the prestigious American Business AwardsSM and International Business AwardsSM.
Kaspersky Lab’s Support & Services department has made dynamic strides in the last year, launching the following initiatives:
- Interactive Virtual Agent: Known as “Sasha,” this virtual agent simulates a live online chat experience for consumer customers. Since the launch, Sasha has been able to deflect a large volume of customer inquiries that otherwise would have been handled by live agents, resulting in fewer overall live support inquiries and faster response times.
- CompanyAccount: A real-time online portal that can be used by business customers and partners to submit and track all support requests. This enables customers to check on the status of their inquiry at any time, and provides direct access for submitting malware samples to Kaspersky Lab’ analysts.
- Kaspersky Learning Space (KLS): An internal online knowledge-sharing and training platform that enables Kaspersky Lab technical support agents to service customers to the best of their abilities. More than a learning management system, KLS allows agents to share real-time information while also capturing agent expertise to use in future inquiries.
Kaspersky Lab continues to be an industry leader in innovative support operations, providing an enhanced customer experience and enabling customers to get the greatest value from Kaspersky Lab security solutions.
Quotes
Dave Mello,
Vice President, Support & Services, Kaspersky Lab NorthAmerica
“One of the guiding philosophies on Kaspersky Lab’s Support and Services Team is that people not only have different preferences for obtaining assistance in using products they have purchased, but they also learn in different manners. Our team is committed to offering a wide array of support channels, allowing our customers to utilize support resources in a manner that best suits them as individuals. It’s our mission to ensure the full protection and the full satisfaction of our customers.”
About Kaspersky Lab
Kaspersky Lab is the world’s largest privately held vendor of endpoint protection solutions. The company is ranked among the world’s top four vendors of security solutions for endpoint users*. Throughout its more than 16-year history Kaspersky Lab has remained an innovator in IT security and provides effective digital security solutions for large enterprises, SMBs and consumers. Kaspersky Lab, with its holding company registered in the United Kingdom, currently operates in almost 200 countries and territories across the globe, providing protection for over 300 million users worldwide. Learn more at www.kaspersky.com.
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Media Contacts
Susan Rivera
781.503.5211
781.503.5211
susan.rivera@kaspersky.com
