Rivertrace has added a new ‘Knowledge Base’ section to its business website, enabling clients and website users to access key technical information for common issues and resolutions.
Rivertrace is the market leader in oil in water monitoring and has been at the forefront of designing monitoring equipment and systems for over 35 years.
The launch of the new ‘Knowledge Base’ forms part of the company’s digital transformation strategy and addresses growing demand for access to online assistance from customers.
The ‘Knowledge Base’ includes key advice covering Rivertrace’s most popular products and its development is based on years of expertise from remote support provision through emails and telephone calls.
Articles have also been written based on the intelligence from Rivertrace’s remote support system which shows what clients most regularly require assistance with. This has resulted in a series of clear, process orientated pages being available which describe common issues and troubleshooting in a clear, logical way. Images, video demonstrations and links to helpful documentation are also included in these resources.
The new ‘Knowledge Base’ has a search function, with results pages categorised into products and tags to help customers easily access the support they require.
Should users not be able to find the response they need, Rivertrace is ensuring that its dedicated engineering team are easily contactable to help. Website users can put forward problem support tickets with a targeted response time of four hours during business hours and 24 hours during non-business hours. This support ticket system also sends users a customer satisfaction prompt, and based on any feedback received, Rivertrace will continue to improve the ‘Knowledge Base’ to encompass more relevant information.
Rivertrace product support manager, Andy Wickenden, said: “The launch of the ‘Knowledge Base’ is a great step forward for Rivertrace. We have listened to our customers who are evolving with growing expectations to provide consistent information and help online.
“The ‘Knowledge Base’ will grow and evolve as we continue to deliver new products to our markets. It is a great tool for us as a manufacturer to share key technical information.”
Photo by Mitchell Luo on Unsplash
