RESEARCH TRIANGLE PARK, N.C. & ARMONK, N.Y.----Lenovo and IBM today introduced Lenovo Experts Live, a new 24-hour
consulting service for small businesses and consumers who may not have
access to dedicated IT staff. The service features enhanced help desk
services in areas traditionally beyond the scope of warranty, such as
operating system and software application support, system tune-up,
Internet and system security and networking assistance.
“Lenovo Experts Live provides anytime access
to experts who can help customers do everything from protecting their PC
from viruses and using software applications more effectively to setting
up filters for their children’s Internet use,”
said Chris Askew, senior vice president, Service and Support, Lenovo. “This
new service offering helps us lay the groundwork to expand our
transactional business segment that serves small business users and
individual consumers.”
Lenovo Experts Live makes the customer service experience convenient and
easy in several ways.
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The service offering provides 24-hour, seven-day-a-week access to
certified technicians to provide efficient and effective assistance.
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Customers choose the type of support they desire, either by phone or
through online chat.
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The U.S. customer-based offering allows individuals to use the service
when traveling internationally.
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With state-of-the-art PC evaluation technology, service and support
professionals have information about a customer’s
specific PC at the time of service.
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Technicians utilize advanced RemoteTech tools to share a user's system
and perform real-time service procedures.
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While focused on addressing a customer’s
need, the experts also serve as instructors, providing knowledge and
skills for a customer’s future reference.
The Lenovo Research Center designed the services platform to be tightly
integrated with Lenovo’s unique hardware and
software solutions, such as its ThinkVantage Technologies and Lenovo
Care Tools. Lenovo Experts Live can help users maximize these
productivity tools for managing security settings and profiles for
connectivity, recovering files and data and automatically updating their
PC. Developed to enhance the overall user experience, the service
addresses a wide range of issues throughout the life of a PC.
IBM will provide business and end user services, including the
deployment and management of call center services, network transport and
server operations for Lenovo Experts Live. This offering comes on the
heels of a global alliance between IBM and Lenovo, in which the
companies will develop and deliver a series of integrated technology
solutions that are industry-targeted and deliver sustained business
value for clients.
“IBM delivers a portfolio of flexible,
affordable solutions that address the business challenges of small and
midmarket clients, so that they can focus on the health, well being and
expansion of their businesses,” said Rick
Ruiz, general manager, SMB Services, IBM Global Technology Services. “This
new offering helps both Lenovo and IBM expand their portfolios of
offerings to small businesses and individual PC users by providing
reliable, efficient and expert service.”
Lenovo has been recognized as an industry leader for its ThinkPlus
warranty service as well as its long-standing reputation for hardware
reliability and customer satisfaction with innovations like a PC roll
cage, spill resistant keyboard and HDD protection pack in Lenovo
ThinkPad notebooks. Lenovo Experts Live further expands Lenovo’s
portfolio providing an end-to-end product, service and support solution
for business customers and consumers.
Customers can purchase the service through Lenovo-authorized resellers,
online at: http://expertslive.lenovo.com/home
or by phone at 1-866-63T-HINK.
About Lenovo
Lenovo HKSE: 992 ADR: LNVGY is dedicated to building the world’s
best engineered personal computers. Lenovo’s
business model is built on innovation, operational efficiency and
customer satisfaction as well as a focus on investment in emerging
markets. Formed by Lenovo Group’s acquisition
of the former IBM Personal Computing Division, the company develops,
manufactures and markets reliable high-quality, secure and easy-to-use
technology products and services worldwide. Lenovo has major research
centers in Yamato, Japan; Beijing, Shanghai and Shenzhen, China; and
Raleigh, North Carolina. For more information see www.lenovo.com
About IBM
For more information, please visit www.ibm.com
