Smartware helpdesk

ERA, a home security specialist, has implemented a new helpdesk team offering end-user support for its smartware security product portfolio.

 The team offers help and guidance for home owners, trade and local authorities from its head office at the i54 Business Park in Wolverhampton.

Tania Tams, head of marketing, said: “Our smartware security range is developing a pace and due to the nature of the products the time has come to provide an on-site, dedicated aftercare team for customers. The new team provides an extension to our existing ERA Expert Helpdesk team who offer support on our more traditional product range.

“In addition to supporting customers, we hope that this latest move will also provide peace of mind for tradesmen too, giving them a clear point of contact to refer their customers to for aftercare if they have any questions post-fitting.”

The Helpdesk team is lead by customer support manager, Liam Moses, who has a background in digital sales and customer service.

The team receives a range of queries from customers who might not feel as comfortable with technology including; whether a product is suitable for use in different areas of the home, selecting the best product to suit customer needs, how to get a replacement remote or key and how to return or exchange an item.