Adobe Cares: Experience Excellence in Adobe Customer Support

Tuesday, October 25 2011 @ 8:25 PM, By Ankur Jain

Adobe Cares: Now experience the same excellence in Adobe customer support that you have come to expect of our tools and technology for over two decades!

Adobe revolutionizes how the world engages with ideas and information. Our award-winning software and technologies have set the standard for communication and collaboration for more than 25 years, bringing vital and engaging experiences to people across media and to every screen in their lives, at work and at play.

With a reputation for excellence and a portfolio of many of the most respected and recognizable software brands, Adobe is committed to continually drive innovation while helping you to be more productive and offer great ‘end-to-end’ user experiences for our tools and technology.

And this philosophy of commitment to excellence and innovation not only touches our tools and technology, but infiltrates deeper in the way we do business…and not least in the way we engage with our valued customers while offering product support. And not only when someone has purchased our products, but also during the 30-day trial period when evaluating our products.

Whenever you might require assistance and guidance from Adobe while using our tools and technology, we are eager and well-prepared to be at your service; and that is Adobe’s Customer Care! We believe in standing behind our products with a “best-in-class” support platform that we have invested in upfront, so that we can leverage our multiple delivery channels to ensure high touch, high quality service.

We are fully aware that support experiences in the past have not always been up to the expectations of our valued customers, and also up to Adobe’s own high standards. This could be attributed to various external factors, and we have analyzed the reasons in detail to take comprehensive corrective action. To overcome this ‘perceivable gap’ in the support organization, we’ve now moved away from the earlier vendor-based model to a more holistic “Adobe”-centric model by bringing our product support completely “in-house” for the Adobe Print and Publishing Business Unit, which Technical Communications is a part of. And we have invested heavily putting together a world-class support infrastructure that can serve your needs in the best possible way.

We’ve recently gone live with exceptionally talented support staff, strong processes, seasoned leadership and state-of-the-art technology infrastructure…to overcome the support challenges, and enable our customers to leverage Adobe support in getting issues resolved faster and smarter. The dedicated team of highly responsive support professionals have been handpicked by the Adobe leadership, and trained extensively to give you the best possible support experience. We are cognizant of the fact that building a world-class support organization from scratch is indeed a challenge and there will be room for continuous improvement. But we are committed and determined to offer you the best, and we look up to you for your candid feedback on how we can get better.

If you have had an opportunity to speak with our Adobe customer support representatives regarding any of our Technical Communications products, we would sincerely request you to share your comments and suggestions with the Adobe team through our active social media channels. You can choose from the below list based on the product –

For Adobe Technical Communication Suite, FrameMaker, RoboHelp, FrameMaker Server and RoboHelp Server:

•           Facebook: http://www.facebook.com/pages/Adobe-Technical-Communication-Professionals-Group/208757605828725
•           LinkedIn: http://www.linkedin.com/groups?home=&gid=2381149
•           Twitter: http://twitter.com/#!/AdobeTCS/
•           Blog: http://blogs.adobe.com/techcomm/

If you’re not aware of the direct telephone number to reach Adobe support, here’s a quick starter that would help you bridge the divide –

Adobe Customer Support Hotline: 1-800-833-6687, followed by Option 2 > Option 5 > Option 3

We truly appreciate your time and consideration, and reaffirm our commitment to offering you the best end-to-end product experience to boost your productivity and contribute to your success!

Ankur Jain
Product Manager – Technical Communication Suite | RoboHelp | RoboHelp Server
Follow me on Twitter: @ankurjain8

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