Acer America has announced its Acer Support web site earned the 2017 Oracle
Digital Self-Service Excellence Award for providing modern and exceptional
service experiences to its customers. The Acer support site was selected from
more than 80 nominees by a panel of specialists from the Oracle Web Self-
Service organization, and was selected over the other two finalists –
Starbucks and Toyota. The award was announced on April 26 along with other 2017 Oracle Service Cloud award winners.
Oracle’s specialists looked at a broad range of criteria, such as
functionality, increase in Customer Satisfaction and readiness for future
innovations. Their decision was based on how Acer implemented their product,
provided value to the organization and customers, and achieved quantifiable
results, such as a 36 percent reduction in the number of customer contacts
that can now be resolved via digital self-service.
“We’re delighted to have won the Oracle Service Cloud award, particularly in
a field of such respected corporations,” said Mark Groveunder, Acer vice
president, customer service. “We make it a priority to support our customers
with an easy-to-use website stocked with valuable tips, resources and
solutions to help them get the most of out of their computing experience.”
Acer uses the Oracle Service Cloud platform for its Acer Group global
support sites. These sites provide Acer Answers knowledge base articles
offering tutorials and posts from knowledgeable community members in 12
different languages. They also deliver email and chat support, including chat
on Acer Store sites.
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Founded in 1976, today Acer is one of the world’s top ICT companies and has a
presence in over 160 countries. As Acer looks into the future, it is focused
on enabling a world where hardware, software and services will infuse with
one another to open up new possibilities for consumers and businesses alike.
From service-oriented technologies to the Internet of Things to gaming and
virtual reality, Acer’s 7,000+ employees are dedicated to the research,
design, marketing, sale, and support of products and solutions that break
barriers between people and technology. Please visit www.acer.com for more information.
Acer America Corp.
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