Lenovo and IBM Serve Up New Tech Support Menu for SMB and Consumers

RESEARCH TRIANGLE PARK, N.C. & ARMONK, N.Y.--(BUSINESS WIRE)--Lenovo and IBM today introduced Lenovo Experts Live, a new 24-hour consulting service for small businesses and consumers who may not have access to dedicated IT staff. The service features enhanced help desk services in areas traditionally beyond the scope of warranty, such as operating system and software application support, system tune-up, Internet and system security and networking assistance.

“Lenovo Experts Live provides anytime access to experts who can help customers do everything from protecting their PC from viruses and using software applications more effectively to setting up filters for their children’s Internet use”

“Lenovo Experts Live provides anytime access to experts who can help customers do everything from protecting their PC from viruses and using software applications more effectively to setting up filters for their children’s Internet use,” said Chris Askew, senior vice president, Service and Support, Lenovo. “This new service offering helps us lay the groundwork to expand our transactional business segment that serves small business users and individual consumers.”

Lenovo Experts Live makes the customer service experience convenient and easy in several ways.

The service offering provides 24-hour, seven-day-a-week access to certified technicians to provide efficient and effective assistance.
Customers choose the type of support they desire, either by phone or through online chat.
The U.S. customer-based offering allows individuals to use the service when traveling internationally.
With state-of-the-art PC evaluation technology, service and support professionals have information about a customer’s specific PC at the time of service.
Technicians utilize advanced RemoteTech tools to share a user's system and perform real-time service procedures.
While focused on addressing a customer’s need, the experts also serve as instructors, providing knowledge and skills for a customer’s future reference.

The Lenovo Research Center designed the services platform to be tightly integrated with Lenovo’s unique hardware and software solutions, such as its ThinkVantage Technologies and Lenovo Care Tools. Lenovo Experts Live can help users maximize these productivity tools for managing security settings and profiles for connectivity, recovering files and data and automatically updating their PC. Developed to enhance the overall user experience, the service addresses a wide range of issues throughout the life of a PC.

IBM will provide business and end user services, including the deployment and management of call center services, network transport and server operations for Lenovo Experts Live. This offering comes on the heels of a global alliance between IBM and Lenovo, in which the companies will develop and deliver a series of integrated technology solutions that are industry-targeted and deliver sustained business value for clients.

“IBM delivers a portfolio of flexible, affordable solutions that address the business challenges of small and midmarket clients, so that they can focus on the health, well being and expansion of their businesses,” said Rick Ruiz, general manager, SMB Services, IBM Global Technology Services. “This new offering helps both Lenovo and IBM expand their portfolios of offerings to small businesses and individual PC users by providing reliable, efficient and expert service.”

Lenovo has been recognized as an industry leader for its ThinkPlus warranty service as well as its long-standing reputation for hardware reliability and customer satisfaction with innovations like a PC roll cage, spill resistant keyboard and HDD protection pack in Lenovo ThinkPad notebooks. Lenovo Experts Live further expands Lenovo’s portfolio providing an end-to-end product, service and support solution for business customers and consumers.

Customers can purchase the service through Lenovo-authorized resellers, online at: http://expertslive.lenovo.com/home or by phone at 1-866-63T-HINK.

About Lenovo

Lenovo (HKSE: 992) (ADR: LNVGY) is dedicated to building the world’s best engineered personal computers. Lenovo’s business model is built on innovation, operational efficiency and customer satisfaction as well as a focus on investment in emerging markets. Formed by Lenovo Group’s acquisition of the former IBM Personal Computing Division, the company develops, manufactures and markets reliable high-quality, secure and easy-to-use technology products and services worldwide. Lenovo has major research centers in Yamato, Japan; Beijing, Shanghai and Shenzhen, China; and Raleigh, North Carolina. For more information see www.lenovo.com

About IBM

For more information, please visit www.ibm.com