Improving the Customer Experience
With a Self-Learning Platform
“ 67% of consumers prefer helping themselves to speaking with a service agent. 91% also said they would use a company’s knowledge base if it was tailored to meet their needs. ”Zendesk, Inc.
Customer support comes into being out of necessity. But the goal of any organization should be to reduce – possibly even eliminate – the customers’ need for support.
How do you get there? How do you move from traditional support to “self-help” at worst and “no help needed in the first place” at best?
There are four requirements:
IT-Service is a suite of cloud-based services that accomplishes each of these tasks. ServiceIQ tells you what problems your customers are having. Agent Access makes it possible to quickly search existing content and produce new content. And our Recommender engine guarantees that the right content gets to the right people at the right time.
Welcome to IT-Service.
Most companies don’t even know what their problems were last month, let alone what they are now. ServiceIQ shows you those issues by categorizing all your cases, and it does this for any product or service and over any timeframe.
Don’t just settle for providing your customers with work-arounds! ServiceIQ can filter cases by any information in your case management or help-desk ticketing system. With more insight into support cases, other departments – like Product Management, R&D, and Engineering – can analyze for root causes and eliminate defects.
Want to know what your customers are thinking? ServiceIQ can facet along CSAT data, showing you not just what your customers think about your products but also how many customers feel the same way and why. Use this information to better guide customer interactions and build better trust in your brand.
With Agent Access, agents can easily find the information they need to rapidly solve cases. It is fully integrated into the company’s case management or help-desk ticketing system and automatically searches across all repositories when an agent opens a case. Agent Access includes the ability to facet against a whole series of useful metadata fields, like publication status or agents’ names. The search results leverage IT-Service’s learning to surface the relevant information not just from keyword match but from whether certain actions resolved certain problems.
Better search is useless if the information isn’t there. Agent Access can also create knowledge assets in the course of agents resolving cases. The app automatically populates fields with information pulled directly from a ticket and the agent simply adds a resolution. Once published, it then becomes indexed and accessible to anyone in the support organization. It’s instant global collaboration. The most reused solutions can be promoted to customer-facing articles, thereby making this information serve self-help as much as agent-assisted help.
IT.com’s Recommender leverages IT-Service’s experience to improve support across all channels. By tracking which queries are solved – or not solved – by which resolutions, Recommender can continuously refine its search capabilities and provide better answers faster. This significantly decreases agents’ time-to-close and increases the number of tickets solved by the support organization.
But wouldn’t it be better if the customers could help themselves? If the customers with easy or common problems could find the information they need without having to open a ticket?
Recommender can integrate with any tool your customers already use to search for answers to their problems. This includes forums, self-help portals, email auto-responses – and even a ticket form! Our “Last Chance” widget allows the Recommender to blend with your ticket system’s problem description field and provide your customer with possible answers before they hit the submit button. Deflection rates increase and agents are able to spend more time with the truly complex problems.
IT-Service’s Self-Learning Technology listens to all support channels and learns from solutions to cases automatically – then leverages that experience to deliver the right information to customers and agents.
Are you always playing catch-up using week-old or month-old reporting? IT-Service enables support organizations to be proactive (and even preemptive) by leveraging real-time data and support intelligence.
Your customers, your products, and your market are quickly changing, but is your support organization keeping up? IT-Service adapts to these changes resulting in a better customer experience, more efficient agents, better products, and ultimately a better brand.
Are your agents stuck trying to find the right knowledge base articles using technology originally built for enterprise search? If so, you are missing out on the benefits of a solution that was built by support experts for support experts.