DEARBORN - A redesigned support site at www.ford.com will enable consumers to more easily access information about SYNC, MyFord Touch and other elements of the vehicle ownership experience. (The same support experience is also available for Lincoln customers at www.lincoln.com.)
“Our goal is to provide our customers with one stop where they can get all the information they need to shop for, buy and maintain their vehicle,” said Trisha Habucke, Digital Marketing manager. “We’re thrilled to offer them a first-in-class platform to support their owner and SYNC experiences.”
Employees are often asked by family and friends where they should go for help with issues related to SYNC, Voice-Activated Navigation and SYNC with MyFord Touch/MyLincoln Touch.
The new support feature – which is accessible by clicking the “support” tab along the header of the Ford.com/Lincoln.com site or by directly accessing www.support.ford.com / www.support.lincoln.com – provides answers to many commonly asked questions such as: How do I use voice commands? How do I pair my phone to SYNC? How do I access and control mobile applications? And how do I get directions and other travel information?
The support site also offers consumers a variety of ways to interact with Ford experts for help, including calling the In-Vehicle Technology (IVT) team at 1-800- 392-FORD,( select language, then option 3) emailing a representative or chatting with one online.
Experts trained in the operation of SYNC, SYNC Services, MyFord Touch/MyLincoln Touch and Voice-Activated Navigation are on hand to offer live customer support by phone or via online chat Monday through Saturday from 8:30 a.m. to 10:00 p.m. EST and Sunday from 11:30 a.m. to 10:00 p.m. EST. Chat only is available seven days a week from 10 p.m. to 1 a.m. EST.
“We offer phenomenal technology in our vehicles and the team was developed to help our customers take full advantage of all the features that are available,” said Liz Foley, IVT Operations manager.
Foley says the primary goal of the IVT team is to educate customers on how to use the technology effectively.
“If a consumer has a problem with the technology, we will help them troubleshoot with all of our resources, but if we can’t resolve the issue we will advise the customer to take their vehicle to the dealership,” she said.
In addition to responding directly to customers, SYNC Marketing Manager Chad Callander says the IVT team monitors activity on Ford’s SYNC Owner Forum, and other social media sites like the Ford Explorer, Edge and Focus Facebook sites.
“If they see an issue arise, they will jump into forum discussions to help guide some of the conversations. They also report back to the Marketing, Ford Customer Service Division and Engineering teams on trends and issues that are going on in the social media sites,” he said. “That feedback often helps us troubleshoot problems and structure our communications back to our owners.”
Habucke says the support site was developed with Responsive Adaptive Design (RAD), a revolutionary technology that adapts one universal design for desktop, mobile and tablet use.
“RAD is a huge cost benefit and it has never been utilized by a company the size of Ford,” she said. “Before, you would have to design a site separately for desktops, mobile and tablet customers and hire people to do all three of those designs. Now we only have to do it once and it renders perfectly on all three devices.”
According to Habucke, the site content is the same but the user experience is different depending on the device.
“On tablets, the site is very ‘button friendly.’ There are large buttons and you can swipe,” she explained. “On mobile devices the images are resized perfectly and there is more of a ‘swipe up’ motion versus ‘left to right.’ It’s really something to see.”
Cross Vehicle Marketing Manager Michelle Moody says the site was developed with customer ease in mind.
“It’s helpful to be in your car when you’re trying to follow directions and the site makes it easy to access the information with your mobile phone or tablet,” she said. “You can also print it out in a very nice format.”
The new support site was designed to make the shop-buy-own experience a seamless and engaging one for the customer.
“The support site has the same look and feel as Ford.com,” said Moody. “Our goal is to provide consumers with a streamlined way to shop for, buy and maintain their vehicles.”
Callander says that while there are no plans to retire the syncmyride.com website, information currently contained on that site will eventually be integrated into the new support site.
“Only account management and maintenance features remain on syncmyride.com,” he explained.
Ford employees should note that the redesigned support site has taken the www.support.ford.com URL site previously used in-house to access help for Information Technology matters – like phone and computer issues. Employees are now being redirected to www.request.ford.com.