Our Solution
Soup-to-Nuts: Support Options
Advanced Chat
Another support communication path you may choose to offer is advanced chat. This allows your customers or end-users to initiate immediate, real-time dialog with a support representative. Operating via a dialog box, this option provides a way to provide a human touch without the telephone. Using this mechanism, experienced support reps can often handle multiple conversations at once.
Advanced chat is far more than just email—it's live. It combines the immediacy of a phone conversation with the clarity and effectiveness of written and visual communication, thus reducing misunderstandings and confusion, while increasing the accurate transfer of information.
End-users and support reps can exchange documents and graphics, even sound and video, thus allowing both parties to delve deeper into particularly complex issues. For example, while discussing configuration of a software application, a support rep can push the customer screen shots showing the proper fields to address and the appropriate selections to make. Annotation tools—such as arrows, comments and highlights—allow support reps to make visuals and attachments even easier to follow. All of this facilitates the successful transfer of understanding.
Because each solution is valuable, the entire transaction is captured for future reference. A running log of every communication is assigned a case number, and the whole interaction, including visuals and attachments, is maintained as part of the incident case file. When issues come up repeatedly, they become candidates for addition to the knowledge base.
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