Outstanding Support How and When You Need It
Stay issue-free with consistent, reliable customer support from Norton In a world where business, social engagement and the flow of information never sleep, the Norton Support team understands that support may be needed at any time.
Norton offers four channels of support in the form of phone, chat, social support and community forums to meet your needs. In recognizing that the digital world is always on, support is available 24 hours a day, 7 days a week.
Our support team members display patience and understanding, helping the customer feel at ease, regardless of their situation. Like Peggy L., a prime example, says, “I couldn't ask for a better service. I am 72 and certainly not a computer wizard. [The Norton expert] was patient, professional, knowledgeable and courteous. He zeroed in on my issue very quickly and walked me through the resolution. I get a little nervous when it comes to technical issues but he made it very easy….”
The team’s objective is to accurately resolve the issue the first time you call, with a first-time resolution rate of nearly 80 percent. (Global English 78.5% – May 2015)
Spend time doing other things while chat and remote support do their work
Chat support not only saves money on a phone call, but it also allows you to do what you want while getting the help you need, which is why it appeals to the 70 percent of Norton customers that choose it.
Remote assist technology, which is built in-house, compliments the chat support experience — you can leave your computer unattended, while the Norton expert fixes your issue.
Norton customer Wayne E. enjoyed a truly relaxing and stress-free experience, saying, “I even fell asleep and [the Norton expert] assured me by the time I woke up 'everything will be fixed,' and she didn’t disappoint.”
Those who are less computer literate need not be intimidated by the concept of chat support. If you run into difficulties, just call on remote assistance like Tracy H., who says, “I chatted online with a [Norton expert]. He was very patient with me … because I was struggling a little bit with the operating system, he offered to remotely assist the computer and then he took over the task, which I was very thankful for….”
Social support keeps it personal
Social media platforms Norton com/activate, make it easier than ever for our voices to be heard around the world. If you tweet or comment at a point of frustation, Norton Social Support will hear you across the digital landscape, and will reach out to offer assistance.
The Norton Technical Support team generates positive discussion by reaching out via social channels where people are not asking for help directly. “We don’t just search Facebook and Twitter, but all community forums across the Internet, like HP, Dell, Comcast, Yahoo Answers, Reddit, etc. Anywhere there are communities talking to each other, we want to be a part of that conversation,” says Tim.
The Norton Technical xfinity com/norton, Support team employs the very behavior that’s intrinsic to social platforms, by starting conversations and building rapport with customers. “We take the number of negative comments and see how many of them we can turn into positives, and ask, ‘What was the social team’s impact on the conversation and how did we shift the social landscape sentiment?’” says Tim.
Customer satisfaction survey revealed customers rated their overall experience with the Norton Social Support team an average 9.2 out of 10.
The Norton team cares about what you say
The Norton Technical support facilitate open and honest discussion, resulting in genuine, free-flowing information and conversation, encouraging customers to help each other. “Yes, we have moderators but we let our users run and function as a community. We try not to get involved unless we have to,” says Tony Weiss, Social Project Manager.
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