Solutions Center

Over the last few months, we have worked hard reshaping our focus in ways that will help facilitate a more bold, dedicated team of support engineers; working closely with the Luxury Audio BU to provide that solid foundation of Customer Support. As we innovate and produce exciting products, the customer support must also rise and operate at this exceptional level.

We have done just that. But this Summer, we made a change that will help propel us to the next level. As everyone already knows, we have been using a small collection of agents who were based in Manila to handle everyday operations for customer support. The extreme time difference, not to mention the distance, made ongoing training and follow-up difficult, and with this, soured some the experiences we wanted to be able to deliver upon. We have now moved the entire Level 1 operation to Mexico City. This move grants us access to more tenured agents, who come from vast experiences in customer support applications, and operate confidently within this advanced space with greater ease. Not to mention, the time difference and its proximity to the USA, make it a prime location to produce that customer support experience we come to expect with these products.

With the feedback we have received, our team is closing in on answering the needs of our customers and our clients with greater efficiency. With this move, we have changed the way we take calls, making it easier for dealer and integrators working with our products to reach U.S. or UK Level 3 support, so in the coming weeks dealers will have a dedicated line. This will greatly improve support for all of our brands and set us up for success specifically for Mark Levinson, JBL Synthesis and JBL Summit. Mexico is equipped with ensuring our consumers have a stable platform for seeking setup assistance, and we have placed great effort in reforming our case load so that response times are prompt, without sacrificing quality.

Not only that, but we have made improvements to the Support site that dealers and consumers can take advantage of, by addressing pain points that made gathering software or documentation arduous. This site is updated in real time, which meets the needs of our consumers in a timelier manner.

We are confident that making these changes will improve current practices and alleviate opportunities that otherwise produce poor interactions with our consumers, dealers, and clients, placing us neatly in a position to succeed now and for the future.