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Technical Support

Low Cost, High Quality Support Calls

Summary

There are few call types that are more complex than Technical Support. They can be immensely complicated calls that delve into multi-step processes that are challenging for live agents to handle – let alone a self-service application. Typically, there are about five to ten key questions being asked time and time again. However, due to the specificity of technical support and the varying levels of customer knowledge about technology, even those common questions have been typically referred to live agents. Ideally an automated system can present a diagnostic approach informed from hundreds of previous calls, which can fully address a medium-level complexity of calls on average, to take some of the weight off the shoulders of the agents.

Challenges

– Providing technical support, often a non-revenue producing activity, at a low cost
– Personalizing support calls
– Maintaining a high degree of customer satisfaction in spite of the cost, complexity, and length of these calls

Use Cases

A technology company that sells a wide variety of devices wanted to take some midlevel tech support off of agents’ plates. IVA™ recognizes callers, confirms which device they own, and provides support for issues.

A service company needed a support line for customers who were experiencing difficulty online. SmartAction built a solution to assist these customers, helping them to retrieve or reset login information such as username and password.

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