InstantSupport
Problem: Technical
Support organizations experience one or more of these problems:
- Limited resources
- Flooded by emails
- Inundated by support calls
- No 24/7 support
- Long hold time
- High employees churn
- Support information is inconsistent
and
outdated
- No statistics on customers behavior
are available
Solution: Instant Support is designed to provide technical support organizations with the tools needed to automatically respond quickly and efficiently to customer questions. Instant Support is a powerful suite of solutions that is on duty 24/7 and delivers consistent, updated information while providing ongoing customer behavior statistics.
It includes the following
components:
Knowledge Portal -
Interactive User Interface that enables end users to describe
and resolve technical problems without human intervention
Instant Editor -
Authoring tool to enter support information in the knowledge
platform
Instant Metrics -
Provides metrics about usage
Instant Setup -
The setup and configuration tool
Article Manager -
Native XML database to host articles and tech notes (optional)
CRM Connector -
Integrates with pre-existing CRM and call tracking systems
Audience:
Internal - Call center agents
External - Customers Process: We
setup a 2 hours kick off meeting with your Subject Matter
Expert (SME) We gather all information related to your
product. Our team enters the information into the knowledge
platform. In four to six weeks we deliver a fully functional
knowledge portal. We train your team for maintenance.
Because we host the solution (we are an ASP) no IT resources
are required Results: Support
organizations can achieve the following results:
- Overall reduction of support costs
- Reduction of RMA
- 24/7 support
- Understanding of end user behavior
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