Intelligent Assistance Suite

Raise the Support IQ of Your Technical Service Professionals

Even knowledgeable, well trained support professionals can fail or be frustrated if they don't have the right tools to do their job. And professional frustration can translate into personal frustration for employees or customers who can't get their technical issues resolved promptly or accurately when contacting a support representative for assistance.

SupportSoft Intelligent Assistance Suite™ (IAS) is specially designed to meet the technical support needs of digital service providers and large enterprises for their customers and employees, respectively. IAS can enrich the end-user's support experience and boost support staff productivity. The software permits support professionals to more easily diagnose problems and resolve them — often automatically.

IAS utilizes real-time routing and diagnostics' data to speed time-to-resolution, while knowledge-enabled capabilities encourage support desk best practices. The Intelligent Assistance Suite is a multi-channel solution, providing consistent usage across Web, email, live chat, and telephone interfaces.

 

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Accurately route and resolve issues for fast, effective and more efficient support via:

  • Automatic distribution of issues to the most effective support channel for improved first-contact resolution rates
  • Reduction in the technical skills required to resolve issues by automating tasks
  • Increasing the average number of issues handled successfully per analyst
  • Minimizing the effects of language differences when offshoring or serving multi-lingual user communities
  • Seamlessly transitioning end-users between self-service and assisted service to deflect unnecessary contacts
  • Measurement reporting to determine the most effective support channel and assist in "tuning" the support environment

"Our customers expect quick answers to their broadband service questions and issues. Many prefer to communicate with a customer service rep via live online chat versus the telephone or other forms of service delivery. With LiveAssist, we are able to enhance service to our customers by extending interaction beyond the typical chat session. LiveAssist creates an environment that allows our service representatives to work directly with more of our customers in real-time."

—Comcast

Enhanced Problem Diagnostics and Resolution for Remote End-Users

Integrated tools enable technical support representatives to more quickly diagnose and fix remote end-user problems and increase first contact resolution rates. For example, system and network utilities enable them to easily find and remove software that may have been installed without the user's consent, and remotely protect the end-user's key software applications and settings after service has been restored or an application repaired.

Intelligent Issue Routing

By gathering permission-based information about an end-user's computing system combined with the problem description, end-users can be guided to the most effective support channel to reduce wait times and speed problem resolution.