Problems In many ways, the
requests for technical assistance are symptomatic
of the deficiencies in the users' training or the
quality of the documentation they were given. Of
course, the users have to read the training material;
understandably, the reading can be monotonous. However,
producing step-by-step videos for the purpose of
instructing does not make economic sense. This is
especially difficult if the user seeking assistance
is extremely ill-informed.
Solution
An after-sales service team puts together technical
demonstration online to explore and explain the
problem. A panic button on the WEB site connects
the client to a meeting room from where the presentation
is made, simultaneously, by an agent. The agent
might ask the client to go to a specific page of
a knowledge database; for example, the one that
describes step by step all the steps required to
complete anoperation. Also, the usual questions,
the FAQ (Frequently
Ask Questions), are put together
on prerecorded help clips that the clients can consult,
as free service, 24 hours a day, 7 days a week.
Results
The audio-visual
is without doubt the most powerful of all media. The television
and cinema are proof enough for this. The level of comprehension
is manifestly superior as is the level of satisfaction of the
clientele. By converting part of the technical assistance requests
to self-service, the cost per client can be lowered, thus enabling
more resources to be available for the more difficult cases.
Thus, with us, long distance technical support, in telework,
is available just a click away.
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References
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