Ariens Company has launched KnowledgeBase, a new online customer and dealer support system.


Knowledgebase

Using specially designed software the company is able to provide both dealers and end-users with 24-hour access to support materials.

The customer-facing part of the system, accessed through: support.ariens-uk.com provides customers of Countax, Westwood, ECHO and Ariens with a whole range of product and service Frequently Asked Questions as well as basic maintenance and servicing information. Customers can use the system to download operator manuals, raise 'support tickets' for specific issues or find the nearest authorised servicing dealer. Type a question into the 'predictive lookup' and often the answer is presented before the user has finished typing the question.

For the dealer, a secure 'dealer area' at dealerknowledge.ariens-uk.com provides a similar function for authorised dealers with the security of a login and password. Dealers can link to the Ariens parts and Marketing Materials systems while the FAQs and technical information specific to servicing dealers, supporting those who already have a deep working knowledge of Countax and Westwood tractors, ECHO outdoor power tools and the Ariens range of garden machinery. There is also a facility for dealers to book service training courses using the system. 

The Ariens Company say their emphasis is firmly on the customer experience. The new KnowledgeBase system complements the specialist knowledge provided by the company's dealerships. The support for commercial operators is paramount and the service tackles the issues of answering questions out of hours. It is designed to grow organically, providing rapid response as well as community forums.