Enabling user-centric options for support based on different comfort levels of data consumption including FAQs for self-help, video demonstrations, click-to-chat, phone support, text/social media support, walk-up, and live technical demonstrations.
'NO FORM' SUPPORT
IT service providers have quite a bit of data about users based on their user IDs, including past trouble tickets and resolutions. Therefore, a service request form is no longer required in order to describe the issue and receive support, which saves the user precious time.
AUTOMATION AND RE-USE
We leverage data from across our programs to improve our ability to solve problems before a user has to call the help desk, or to provide a resolution to support requests quickly.
We work to solve user’s problems the first time we engage with them based on user credentials and the nature of the problem/request. This enables us to assign Tier 1, 2, or 3 support automatically.