“As leaders in implementation of complex software, consistent and high-quality processes are critical for us,” said Steve Zimba, CEO of Mural. “We are pleased with our rollout of Support.com and are seeing real value from Guided Paths for our agents & interaction analytics for our management team, enabling us to continuously improve the support we provide for our customers.”
Support.com Cloud Agent Support provides your customer support reps and agents with exactly what they need to know, exactly when they need to know it. Guided Paths are like turn-by-turn directions to help your support team resolve even the trickiest of customer problems quickly, increasing productivity and providing an improved and consistent customer experience.
Our cloud-based modern user interface and step-by-step guidance drives consistency while also giving reps and agents the information they need to tailor support interactions to the customer’s unique needs.
Access and interact with Support.com Cloud from within your existing system, for contextually relevant guidance that saves time and reduces effort.
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All the advanced tools a support organization needs…built in. Like remote control that goes a step beyond the conventional, allowing tech support teams to co-browse and provide side-by-side guidance or to push diagnostic, fix-it and other apps to the customer’s device. At the same time, detailed data is gathered throughout the entire interaction, providing valuable insights to help you optimize support interactions and improve the customer experience.
Imagine turning Tier 2 issues over to your Tier 1 team while also reducing training and coaching time. We make that possible.
SeeSupport (formerly SupportCam™) lets the rep or agent see exactly what the customer is seeing, using his smartphone as a camera. This capability greatly reduces handle time and customer effort, while increasing overall agent productivity and customer satisfaction.
Remote video support cases include:
Viewing wire connections and alarm & error codes.
Visual inspection of equipment.
Remote quality assurance for field services.
Walking through repairs and replacements.
Powerful data analysis and customer satisfaction metrics tools track every step of every support interaction. Scorecards and dashboards help you spotlight your best processes, find and remove bottlenecks, and even pinpoint flaws in the products you’re supporting. Most importantly, Support.com Interaction Analytics provide the information you need to continually optimize your library of Guided Paths.
Support.com Cloud data capture dives down to specific products, revealing trouble spots at the device level, including OS, apps and hardware. Product managers get the information they need to make their products even better.
Read the Case Study
Provider Slashes Costs
with Rapid Deployment
of Support.com Cloud
Guided Paths are modular, snap-together problem resolution workflows that reflect the best practices of your support organization. Each Guided Path takes a complex workflow and transforms it into a step-by-step solution based on the most up-to-date knowledge and effective techniques your best support reps and subject matter experts are using today.
Build them. Use them. Analyze the results. Make them better. Repeat.
We designed Guided Paths with three goals in mind. First, they had to deliver superior customer service. Second, they had to deliver hard benefits to the support center from a management perspective. Third, they had to be so easy to create and deploy that no IT support whatsoever would be required.
With Support.com Cloud Agent Support, Guided Paths can include advanced remote diagnostics, SeeSupport access, automated fixes, multimedia demos and tutorials, even other Guided Paths…all presented to your support team exactly when they need them.
With Support.com Cloud Self-Support, Guided Paths are also made available directly to your customer in a self-service environment enabling you to leverage the same actionable guidance based on your support team’s best practices.
Drag-and-drop functionality lets you build the right steps in the right order to create Guided Paths perfectly tailored to your specific support needs. Feedback loops let you quickly take what you’ve learned and incorporate it into new or revised Guided Paths for continuous improvement.
Problems deploying frequent changes are a thing of the past. Once you build a Guided Path, publish it with a click of a button. Instantly, every support team in any location and every self-service solution deployed are working with the same approved and up-to-date content.
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