NAPCO Expands Technical Support Department

In addition to new updates to its technical support department operations and online tech support library, NAPCO will debut a customer self-service portal in 2023.

AMITYVILLE, N.Y. — NAPCO Security Technologies (Nasdaq: NSSC) announces it has expanded its technical support department and made multiple new updates to its headquarters-based technical support department operations and online tech support library.

Said to always be improving upon speed and efficiency, NAPCO’s technical support team will now also be integrated to enable team members to handle inquiries on the full range of NAPCO security technologies products in access control, commercial fire, intrusion and locking hardware, assisted by a full-featured interactive product knowledge database that not only summarizes prior calls but also includes trainings completed and notes from customer interactions with the NAPCO sales team for a 360° view.

Also announced, in addition to dynamic hold-time messaging, now instead of hanging on the phone for the next available NAPCO tech, the company’s customers can take advantage of a new callback option.

Integrators can choose the option during a call and will receive a call back, retaining their spot in the queue, and rest assured the first available support team member will call right back on any number provided.

Newly added online is the “What’s New?” button, to provide immediate access to all newly-released tech documents. With product and programming manuals being added and often updated, this feature offers a quick solution to help save time on any questions that may arise — filtering for the latest, greatest and most popular docs instantly, according to the company.

Debuting in 2023 is a new Customer Self-Service Portal, where security professionals will have access to the active product technical knowledge base, built by NAPCO’s team of specialists to directly answer their questions.

“We are constantly looking for ways to improve our customer experience. The field experience of our technical support specialists helps us to quickly diagnose and suggest remedies for the issues we’re presented with a very high first contact resolution rate. We’re committed to your success,” says Dominic Macri, Sr. director of technical services, NAPCO.

The company also recently announced it is offering expanded free trainings to dealers, locksmiths and integrators on both its cellular- or Cloud-based access control system solutions.

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