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ASI Launches New Member-Centric, Self-Service Platform

Features scheduled call-backs, live chat and fast, easy access to a wealth of online information

TREVOSE, PA – October 9, 2013 – The Advertising Specialty Institute® (ASI) today launched a new member-centric, self-service platform that meets emerging customer demands in a 24/7 world while providing members with immediate access to a wealth of online information.

The heart of the customer communication platform is an informational hub called the ASI Knowledge Base, which provides instant answers to questions on ASI products and member services along with how-to articles, videos, FAQs, tutorials, marketing guidance, industry info and more. The online resources were designed to help small, home-based businesses, as well as larger companies, take their business to the next level and provide help when it’s needed most.

The platform itself is powered by eGain, a leading customer service company whose worldwide customers include Allstate, Citigroup and Johnson & Johnson. The platform’s intelligent search capabilities allow users to get results in seconds after typing in only a few words. In addition, members can search by specific topics or browse entire sections like “Technical Support.”

ASI representatives can now respond to the needs of members through:

  • Live Chat. Connect and chat online with an on-site expert available to answer questions, Monday-Friday, 8 a.m.-6 p.m. EST.
  • Quick Email Response. Get rapid responses to messages, comments and questions.
  • Scheduled Call-Backs. Request customer service reps return calls within convenient time frames, Monday-Friday, 8 a.m.-6 p.m. EST, to discuss questions, concerns or technical issues.

“We’re responding to today’s always-on world by ramping up our entire customer service experience,” said Timothy M. Andrews, president and chief executive officer of ASI. “Putting ASI members in the driver’s seat allows them to choose what they want when they want it, whether it’s an online chat, an answer to a pressing question or a new marketing strategy available at the click of a mouse. It’s all about providing quality service along with a ton of online information.”