Self-Service
Help End-Users to Help Themselves
Self-service solutions are becoming the preferred choice by individuals for online bill payment, airline reservations and medical information. Not surprisingly, self-service technical support has also become the choice of first resort for many end-users who may be experiencing issues with their PCs, associated software or high speed, VoIP or IPTV services.
SupportSoft provides a wide range of self-service solutions for support automation that are characterized by their unique ability to automatically put issues into their proper context and provide personalized problem resolution through the use of patented SupportSoft technology. As a result, end-users can get often get the right self-service answer faster and on the first try -- versus resorting to time-consuming, costly telephone assistance.
Self-Service Solutions Overview
Automated, personalized and always available answers » Download NowSupportSoft self-service solutions help:
- Avoid costly telephone calls
- Automate problem resolution
- Provide personalized answers to end-user problems
- Escalate issues easily to assisted service if needed
- Scale self-service from 10's of thousands of end-users to millions
"At Kimberly-Clark, we embrace proven solution innovations such as those from SupportSoft that can help to optimize our global IT operations and reach our business goals. Through increased service automation, we plan to sustain the high productivity of our employees at less expense, while furthering Kimberly-Clark's industry recognition for 'best in class' service."
—Kimberly-Clark
Answers as Easy as a "1-Click-Fix."
All SupportSoft self-service solutions are designed to enable end-users to easily solve technical issues on their own - and often using only a "1-Click-Fix." The software can help eliminate frustrated callers unable to connect with a support representative via the telephone due to long wait-times or calls outside of normal business hours. Equally important, self-service solutions can reduce the cost of technical service delivery by avoiding the need for an end-user to ever call.
Self-Service that Respects the Need for Assisted Service
But even the best automated self-service solution can't provide all the answers. That's why SupportSoft ensures that an individual can easily escalate from self-service to assisted service if needed. In doing so, SupportSoft solutions can automatically provide a support representative with the individual characteristics of the end-user's system, their problem history and populate the trouble ticket. As a result, incidents never get lost and problems are apt to be solved more quickly and efficiently using a comprehensive SupportSoft support automation approach -- versus trying to integrate different point solutions.