trustedanswer.com: Our Solution

Our Solution
System Overview

The diagram above illustrates the trustedanswer™ operational system. The “client” in the diagram represents the trustedanswer client, who is contracting with trustedanswer to provide support to their “end users,” who may be customers or internal users. The blue section of the diagram shows the four communication paths supported by trustedanswer. The client selects which ones are to be made available.

The green section illustrates the main parts of the trustedanswer support system, including the knowledge base, the web front end for self-service, and the contact center staffed by trustedanswer support specialists. The support specialists are constantly updating the knowledge base with new and revised solutions, a critical process for the success of any knowledge base support model. If necessary, an escalation path to the client's technical experts is available. Not shown are the underlying hardware, software, and communication technology pieces that enable the trustedanswer system.

The final piece, shown in rose, is the trustedanswer ServiceTrax reporting system and data warehouse. This critical feedback loop provides the vital link between the client and their customers or end users, enabling the client to always know exactly what is happening with their supported population. Support data is tracked and collected at every touch point, and is constantly swept into the data warehouse, which is available to the client in real time via standard and customized reports, as well as via an advanced query capability for ad hoc questions.

Not shown on the diagram is the typical 8-week implementation phase. The implementation phase is executed by the implementation team, which consists of knowledge experts and web designers from trustedanswer and subject matter experts and support requirements people from the client. The team, led by a trustedanswer project manager, defines the support solution, populates the initial knowledge base, creates the customer-branded web interface, and defines support processes.

At the completion of the 8-week implementation phase, the system is ready to go live.

Our Solution System Overview

Our Solution
System Overview