Self-Service Suite

Help Users Help Themselves to Automated Problem Resolution

Self-service solutions that merely provide static FAQs (frequently asked questions) often do little more than frustrate users, making them immediately turn to the telephone and call for help. The SupportSoft Self-Service Suite™ is a Web-based software solution that enables end-users to easily solve technical problems on their own. As a result, end-users can avoid time-consuming telephone calls for technical help and companies can reduce the costly requirements for phone support.

Self-Service Suite is part of a comprehensive, scalable set of software solutions from SupportSoft that enable companies to provide self-service answers for tens of thousands of employees — or even millions of customers. When a problem occurs that may impact many end-users, companies can use the Self-Service Suite to send proactive notifications to help avoid flood calls into the help desk or customer service. Moreover, the Self-Service Suite can help end-users find a personalized answer to their questions, or even an automated resolution to their technical issues online. The Self-Service Suite provides a framework that can assist end-users in solving problems ranging from repairing a faulty broadband connection to fixing corporate e-mail settings in Microsoft® Outlook®.

A next generation self-service solution that can provide:

• Significant operational cost savings through call avoidance
• Proactive notification to let users know about an issue before they face it
• Self-learning and ranking of content using configurable criteria
• Personalized content access methods with content search, browse or taxonomy-based guided search to get actionable content
• An end-to-end solution from self-service to issue escalation via integration with backend systems.

Automated. Comprehensive. Efficient.

Typical self-service solutions are static and inefficient. Out-of-date FAQs or antiquated, key-word driven knowledge-base searches don't give end-users the actionable information they need to help themselves resolve their problems just-in-time. Bad self-service that leads to a poor end-user experience can be worse that no self-service at all. SupportSoft Self-Service Suite represents the next generation of self-service by helping ensure that the support experience is consistent, reliable and designed with the end-user in mind. As a result, end-users can get personalized answers to their problems based on the problem context, the characteristics of their computing environment and/or the service they may be using.

Patented Technology Makes Personalization Possible

When an end-user has an issue, Self-Service Suite leverages patented SupportSoft personalization capabilities to allow context-specific, search and automated problem resolution. The software includes a sophisticated Web portal that consolidates proactive notification, self-learning, dynamic content delivery, content feedback, and search into one easy-to-use interface. Users can search, browse or use natural language, taxonomy-based guided search to get actionable content or even an automated resolution. End-users even have the option to choose "tell me, show me, or fix it for me" solution options, helping lead to a higher rate of problem resolution and greater satisfaction with using self-service.

Self-Service That Easily Escalates to Assisted Service if Required

Self-Service Suite can help ensure that a support interaction is never lost by automatically escalating the end-user to the best assisted service channel, including online chat, if an end-user can't find an answer with self-service. Self-Service Suite also ensures that the help desk analyst or customer service representative has full access to the end-user's entire resolution history, as well as the ability to understand the individual end-user's computing environment — to help speed problem resolution.