RequestAssist

Help Users And Analysts Track Issues From a Fast Start to a Successful Finish

Information gathering and problem diagnoses can be a time consuming, significant grind at the beginning of any technical support call. A service representative must often guide an end-user step-by-step through unfamiliar territory to get the necessary technical facts before even beginning to treat a problem.

SupportSoft RequestAssist provides dynamic request forms, issue routing logic, and issue tracking to help jumpstart problem diagnosis to get it solved faster. The software unifies front-end and back-end processes for more successful support outcomes. RequestAssist is essential in collecting the right data about an issue and the characteristics of the end-user's system; information is more actionable and support professionals can be more effective at solving problems. As a result, requestors can return to productivity more quickly, and the time and related cost of the support interaction can be reduced.

 

Remedy Integration

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Standardize incident management for consistent support delivery to:

  • Standardize on a single system of record for effective support channel measurement
  • Reduce average handling time (AHT) with pre-populated issue categorization and context-driven diagnostics data
  • Increase first contact resolution (FCR) rates with intelligent issue routing across support channels

"By decreasing customer service calls or shortening their duration, we can both increase customer satisfaction levels and decrease operational costs. SupportSoft has the best set of solutions for automating the installation process, ongoing self-service and assisted support for our high-speed data customers."

—Auna TLC

Automate and Offload Repetitive and Error-Prone Tasks

When trouble-shooting an issue, support professionals must ask a lot of questions. Often they have to instruct end-users to open unfamiliar controls and read "techie" settings. The process of guiding users through unfamiliar territory can be time-consuming and highly error-prone. After all, if the user knew how to solve the problem, they wouldn't be seeking help from the support center.

RequestAssist starts solving problems before they reach the support center by facilitating the way problems are described, categorized and diagnosed with user-centric features like text boxes and easily configured selection boxes that let users describe problems in their own words. Using patented SupportSoft SmartIssue technology, important and appropriate diagnostic data is automatically collected based on the issue experienced.

The end-result is that routine, repetitive, and error-prone tasks are offloaded to lower-cost support channels. Time-consuming investigation and categorization are handled by patented SmartIssue technology that is built into the RequestAssist form. With RequestAssist, Tier 1 analysts are also better equipped to resolve complex issues more quickly.

Route Issues to the Most Effective Support Channels

SupportSoft RequestAssist also helps accelerate problem resolution by guiding end-users to the most appropriate support channels for their problem. Rather than constraining users to a single, rigid flow for all issues, RequestAssist evaluates the end-user's input on a Web-based request form, automatically gathers diagnostic data from the individual's computing system, checks queue availability and routes the issue to the best possible support channel for fast, effective resolution.

With RequestAssist, very difficult issues or prioritized end-users can get express routing to specialized queues. Likewise, RequestAssist can avoid costly support interactions entirely by offering "tell me" support articles or "do it for me" automated solutions to common problems while the end-user completes the request form.

Standardize on a Single System of Record for Lower AHT and Stronger Analytics

RequestAssist can easily integrate with legacy call tracking systems (CTS). RequestAssist provides configurable integration points with most CTS's, such as Remedy Action Request System (ARS), for an integrated rather than a patch-work system. RequestAssist makes it possible for administrators, support professionals, and even end-users to view, create, update, and close issues and trouble tickets, regardless of whether they originate from a phone call, email, Web request form, etc. RequestAssist is the simple solution to avoid the heavy custom integration work that can artificially lock a support center into a system that is inefficient and too expensive to upgrade.