Assisted Service
Help...That Helps Support Professionals Be More Proficient
Everyone who has ever reached out for technical support has likely had a frustrating experience on more than one occasion. The reasons are many and can include call center professionals lacking the right information, not having the ability to accurately diagnose and resolve problems - or they simply can't respond to a problem quickly enough. Yet we still call. Skilled technical support staff is essential to creating a great end-user experience with PCs, associated software or high speed, VoIP or IPTV services.
SupportSoft provides Web-based assisted service solutions to help create the best possible interaction between support staff and the end-user, whether it's an enterprise employee or a customer. Our software enables support representatives to have answers at their fingertips through knowledge automation, provides them with the ability to resolve end-user problems via online chat in addition to the telephone, and helps ensure that incidents are never lost and always successfully resolved.
Advanced Self-Service. Simple. Automated. Integrated
Integrate self-service with assisted service for true multi-channel support. » Download NowSupportSoft assisted service solutions help:
- Speed the time between problem diagnosis and resolution
- Increase first contact problem resolution
- Automatically provide professionals with data and processes they need to manage end-user issues
- Enable support staff to handle more contacts via multiple support channels
- Reduce contact handling time
- Provide service verification for both Field technicians and contact center staff
- Allow remote Web-push of automated answers by professionals to end-users
"Support automation software provides the ability to respond in real time to employee needs. Whether it's helping to avoid problems with technology altogether, providing knowledge-enabled self-service or adding automated intelligence when assisted service is needed, Lockheed-Martin's goal is to deliver a better user experience and a higher return on our investment in high-quality service and support."
—Lockheed-Martin
Improve the Assisted Support Experience Through Added Software Intelligence
The intelligent design of our software provides support professionals with the ability to remotely diagnose and automatically resolve end-user problems. These and other SupportSoft assisted service software capabilities can reduce call handling times, increase first call resolution rates and make professional support staff more effective than ever before possible.
SupportSoft assisted service solutions recognize that the talents of support professionals are best used when they have the best tools to do their jobs. Our software permits them to more easily access technical answers, automate the resolution of common problems so they can concentrate on more complex issues, and quickly return end-users to productivity after their initial contact.
Handle More Calls the Right Way
Our software provides for intelligent routing of requests, including integration with popular call tracking systems, so that problems can be efficiently directed to the preferred support representative for specific issues, no matter the tier level. Moreover, we provide the ability for both professionals and end-users to resolve issues via online chat or the telephone. The former can enable support staff to handle up to 4 end-user sessions simultaneously, dramatically increasing their productivity. Finally, all interactions with support representatives can be securely transacted through firewalls using patented SupportSoft Nexus™ technology. Because all SupportSoft solutions are designed to work together, as well as integrate with popular call tracking software, incidents are never lost and the end-user experience is consistent throughout the entire support process.
Reduce Time to Professional Problem Resolution
SupportSoft assisted service solutions provide contact center professionals with better visibility into a problem, as well as best practices for fixing it. For example, for digital service providers, the software can automatically gather real-time diagnostics data from the customer premises and the provider's network, and then use the data to guide the entire support process. With automated intelligence already in hand, customer service representatives can be half-way to solving a subscriber's technical problem at the time of first customer contact. "Automated intelligence" gathering can include the complete characteristics of the customer's system, network configuration and problem.