Our Solution
Soup-to-Nuts: Support Options
Voice
The trustedanswer™ system offers three options for delivering support via a helpful human voice: traditional telephone support, Call-me-back, and soon, Voice-over-IP.
Telephone Support
Traditional telephone support works exactly like you would expect. Your end-user picks up the telephone and calls your support telephone number to get a problem resolved or question answered. However, the call is routed to the trustedanswer contact center and handled by our support representatives who are knowledgeable about your products or service.trustedanswer's state-of-the-art telephony technology and automatic call-distribution software give support reps instant access to caller information and remind callers of other support options. Features include the following:
- Caller wait-time notifications
- Messages encouraging alternative sources for web-based problem resolution
- Comprehensive call-tracking capabilities
Call-Me-Back
The Call-me-back service is another support option provided by the trustedanswer system. End-users provide a few basic pieces of information and click the Call-me-back button from your support website. The basic information is used to assign the call to a support representative who is knowledgeable about the problem or situation. When the support representative is free, he or she places a return call to the end-user to discuss the problem. From here on it works just like traditional telephone support.The advantage of Call-me-back is that it eliminates the need for end-users to go through the often-tedious menu options only to wait on the phone in a queue for an available support person. It also frees them to focus on other business while waiting for a callback. trustedanswer, of course, keeps track of callback response times and produces reports to track the level of service provided.
Voice Over IP
If your end-users have the bandwidth necessary for voice communication via their network connection, you may eventually wish to offer voice-over-IP service. Instead of picking up a traditional telephone, online users with appropriately equipped computers will simply click with the mouse to be connected to a support representative, and use their computer to talk instead of a telephone. This is one more way of offering the fastest, best, and most convenient support possible.trustedanswer will shortly support this convenient new option.
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