Keep Subscriber Services Running Smoothly
It doesn’t take a rocket scientist to tell you that keeping your subscribers connected and satisfied is critical for your business. It’s a little trickier when it comes to spending less time and money doing it. We can help you do both. We’ll help you look after subscribers without rolling a truck or spending time on the phone with them. And that means big savings for you.
Using an innovative web-based client, you can give subscribers all sorts of useful tools, right on their desktop or TV screen. It automatically troubleshoots and repairs problems, and offers “1-click fixes” so customers don’t have to call for tech support.
An online portal with content like FAQs, tutorials, and a powerful search engine helps subscribers, as well as technicians, get answers and resolve issues fast. We also make it easy for you to do things like activate new services and deploy firmware updates with minimal effort.
Our solution combines powerful chat and remote control tools with diagnostics data so your support engineers know what’s going on when they engage with a subscriber. No other company offers this mix of capabilities in one solution.
Interact With Subscribers Using Three Integrated Components:
- Web-based multi-session chat lets agents assist up to four end users at a time—a valuable productivity multiplier for high-volume help desks.
- Web-based remote control gives support staff virtual control of the subscriber’s system so they can quickly find and fix the problem without sending a field technician.
- Advanced diagnostics and remediation tools: give support staff real-time decision making data so they can quickly diagnose the issue. This big step forward in remote remediation is what allows the help desk to be so effective.
We’ll Make It Easy for You to Manage Subscribers:
- Cut service costs by increasing first-call resolution and trimming average call handling time.
- Give subscribers “1-click fixes” to help themselves and free up your help desk.
- Boost subscriber satisfaction through speedy tech support.
- Eliminate costly one-on-one support and turn your agents into multi-taskers.
- Integrate smoothly with popular call-tracking software.
As an interop alliance partner, you will work closely with our architects and tap into our contributions to the standards community. You’ll also have access to customer facing demos and other marketing tools.