Pearson announces new Customer Support initiative for digital customers

Pearson announces new Customer Support initiative for digital customers

Region-wide service reflects growing digital education trend.

Pearson announces today that a new Customer Contact Centre will be launched in the Middle East, catering to the needs of digital customers across the region.

The new service team, based in a state-of-the-art centre in Cairo, will provide telephone, email, web-form and chat support for a series of Pearson digital products across the higher education and schools markets. The service will be available in both English and Arabic.

The new service will be fully functional by the start of the new academic year in September, when demand for support is at its highest. All calls will be taken by a team of locally-based, highly-trained tech experts. In the instance of complex and difficult enquiries, Pearson’s support teams in the United States and United Kingdom can also be called on to resolve customer issues.

Pearson says the new service will:

  • Provide highly responsive, accurate and flexible support to its regional customers.
  • Establish a more consistent and scalable approach to customer support in the Middle East.
  • Ensure Pearson digital customers can utilise the full features and benefits of their digital products as easily as possible.

Mr Karim Daoud, Pearson’s Managing Director in the Middle East says the establishment of the new service centre is part of Pearson’s ongoing commitment to providing the best possible customer support to the company’s Middle East customers:

“Schools, universities and colleges across the Middle East are embracing digital education resources at a rapid pace as educators and policy makers come to understand the benefits digital resources can bring in the classroom. However, here at Pearson, we are firm believers that in order to be effective, digital education resources need to be used in the right way. Having high quality support on hand to our digital customers will ensure that they can always gain maximum benefit from their digital resources and exploit the full potential of the technology”.

Dr. Saadia Khouyibaba from the American University of Sharjah says both learners and educators will welcome the new service.

“Here at AUS we use a range of Pearson digital products. We are delighted that at the start of the new semester, when students (and sometimes educators) are accessing new products for the first time, they will have access to such reliable and helpful support from Pearson. This support will help trouble shoot teething problems quickly and allow users to make the most of the technology. I am confident that this new service will help our educators be more efficient and effective and our students more engaged with their learning experience”.

The new service will be available to Pearson customers from August 9th 2015. To access the centre via telephone, email, web-form or online chat, Pearson customers can access the new service at http://support.pearson.com.

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