ActiveMARK Customer Support Services are available as add-ons to the ActiveMARK suite of solutions, and are comprised of two basic elements: self-help online support and email-based human support.

The ActiveMARK Customer Support Center (CSC) is a 24x7, high-availability solution for self-help support that allows consumers to diagnose their most common issues with digital distribution. A complete list of regularly updated FAQs and solutions is maintained, along with product-specific support topics and links to the content publisher’s support system. Additionally, advanced interactive features are available to provide one-stop solutions for redownloads, reactivations and invoice retrieval. In each of these cases, the customer can instantly access these services upon entry of identifying information.

You may add product-specific FAQ entries to help your customers solve product-specific issues.

The Customer Support Center may be accessed directly from within a product’s user interface, or via a standard link on the relevant distribution website. The CSC may also be branded with the specific distribution point’s identity and can be customized for use in any language. The CSC is constantly updated to target a 90% self-help resolution rate.

For support that requires human intervention, ActiveMARK Live Support Services are available, offering English email-based support during regular business hours. This service may also be rebranded, continuing the identity of the distributor through the support process. Over 95% of cases are resolved in a single step.

Additionally, you may decide to provide your own customer support while using the ActiveMARK services platform. Now, your customer support team can be given access to the ActiveMARK Control Panel and Reporting System to manage customer data, orders and licenses. Training and escalation (Level 2) support is also available should your require.

• Full customization and rebranding
  Customer Support’s look and feel may be changed to match your site.
  
  
• Wide range of interactive features and services
  Designed to allow users to diagnose and solve their most common problems without intervention, including redownloads, reactivation and invoice retrieval.
  
  
• Multi-lingual Support (available soon)
  CSC can be made available in multiple languages.
  
  
• High Completion Rate
  Over 99% of all inquiries are completed in a single step.
  
  
• Basic Phone Support
  For credit-card related issues, basic phone support is also available
  
  
• Expandability
  Support services may be expanded to include longer operating hours, different languages and toll-free phone support on request.
  
  
• Reporting capability (available soon)
  Reports may be created on the number of inquiries and completion rates by product or channel across date ranges.
  
  
• Usable by your in-house support team
  Your in-house support team can be given access to our Control Panel and Reporting System to administer orders and customer data.
  
  
• Complete on-site training for your CSRs
  Training packages are available for your CS team, whether they use our administration system or your own.