Broadband
Increase the Number of Incidents an Analyst Can Handle
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 subscriber. 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.
SupportSoft 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