Did you know? 24% of connected consumers say what frustrates them most is having to repeat information at each step
– What support interactions are most impactful
– What makes for a personable brand experience
– What support channels connected consumers prefer
– What customer support organizations should be thinking about
|More than 7 out of 10 customers prefer self-service over picking up the phone or sending an email (source: Forrester)||HOWEVER||
Web self-service has still lower customer satisfaction ratings than assisted channels
Support.com Cloud Self-Support provides a unique self-service environment for tech support specifically aimed at optimizing the customer experience via our novel Guided Paths approach. Guided Paths are like turn-by-turn directions that guide customers to find what they are actually looking for.
Support.com Cloud can be embedded inside mobile apps or web sites.
Support.com Cloud Self-Support differs from most customer service solutions in three important customer-centric ways:
Guidance – Our Guided Paths provide an engaging and simplified user experience whereby customers are able to easily escalate and request live assistance at any point during their self-service efforts without losing any context.
Context – By leveraging end user context based on devices, identities, behavior inside apps, call records, and other sources, we maintain a unified customer experience across all channels.
Intelligent Content – With Interaction Analytics on prior user behavior, support rep interactions, feedback, resolution rates and more, we are able to provide curated knowledge specific to each user’s needs at the right time.
Support.com Cloud Self-Support leads to higher call deflection rates to self service, increased self-service channel stickiness, greater efficiency in handling escalations across channels, and improved overall customer satisfaction.
Access and interact with Support.com Cloud from within your existing system, for contextually relevant guidance that saves time and reduces effort.
It’s easy to get up & running. Are you ready to get started?
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.
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.