Deliver Better Techsupport With Knowledge Management

Technology has been the foundation stone for global transformation. Right from telecommunication to FMCG, consumers make their lives easy by leveraging the use of technology. There exists no industry that can deny the pivotal role of technology. IT is one such industry employing the pervasive aspects of digitization in our daily lives to make it more comfortable. But how is this techsupport so vital for the organizations?

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Deliver Better Techsupport With Knowledge Management

Challenges in techsupport

Troubleshooting of devices

Troubleshooting of devices

Devices today are robust with multiple features and that is complex for some users, especially when they’re using it for the first time or are all by themselves without technical expertise. Thus, techsupport becomes inevitably essential.

High AHT for tech calls

High AHT for tech calls

Tech calls tend to consume largest volume of high AHT graphs owing to the complex nature of query and solution as well. The support agents need to stay put for long durations until the solution provided is installed and run in the device.

Lack of self-service troubleshooting

Lack of self-service troubleshooting

Nervous customers form a major chunk of the long and tedious calls with the agents. The query stands simple but lack of proper self-service modules makes it difficult for the users to gasp solutions quickly.

Innovation and development

Innovation and development

As technology faces a spin-off, new and innovative product features are added which require smooth adoption. In the absence of in-app tutorials or self-service support, agents have to take up such calls increasing tickets in turn.

Benefits of techsupport

Techsupport agents when equipped with guided workflows and visual representation, helps them to focus on the empathy part of call instead of spending time explaining how to troubleshoot or fix an issue improving customer relations.

Better call handling

Since the caller on the other end won’t want the problem to linger for long, concise articles, audio-visual assistances and classification flowcharts help agents to scroll through the problem, its reason, and deduce accurate solution to the same.

Interactive modules

With intuitive collaborative features and a ready repository of organizational knowledge over intranet and internet cloud platforms, access to knowledge becomes feasible both for agents and users. The consumption and implementation of such information is a cake walk.

Ease of access

When the customer is well equipped with self-service platforms serving intuitive knowledge via visuals, regression and chatbots, lesser queries land at agent’s desk thus reducing manpower requirement and helping in customer cost control.

Ticket deflection

While modules providing real time solution ease access to the solution, technical advancements like robotic voice support and augmented reality support reduce the requirement of field visits for most of it can be covered virtually guiding the consumer.

Enhanced user experience

Knowledge management modules for techsupport

A decision tree serves as agent and self-service step by step how-to guide. An agent can use the decision trees kept ready and uploaded on the knowledge base to navigate the caller to solution by following a series of steps as suggested in the module.

Decision Trees

It is the visual assistance that agents need while handling complex customer interactions. Picture guides ensure faster solution delivery and quick grasping of solution knowledge by the agent facilitating easy dissemination to the caller through visuals.

Picture Guide

The agents must always be updated with the product manual, catalogue, spares, and automation about the product. A checklist of all details, auxiliaries, warranty, etc must be available as a central repository of data with the agents to speed up call resolutions.

Knowledge Base

Augmented reality uses remote screen sharing to solve an issue. The servicing is done by the user and is guided by the agent. The user allows agent to view their screen and points their camera at the issue helping agent to analyze and get the problem solved.

Augmented Reality

Impact of techsupport for different users

Agents

Agents

Smooth connectivity for seamless communication reducing on-call stifles and dead air timing thus reducing AHT and speeding up solution delivery. Easing the operational buffers faced by agents while handling calls is the prime focus of techsupport.

Customers

Customers

With workflows & intuitive knowledge available on self-service; customers can now solve tech-related concerns on their own, also with agents equipped with a knowledge base this allows customer queries resolved faster thus leading to better CSAT.

Operations supervisor

Operations supervisor

It is of utmost importance for the operations supervisor to maintain the work-call calm of the floor. The agents and callers shall both be smooth in the cycle of calling, asking, receiving, and delivering a balanced equation to the queries received and solutions provided.

L2 & L3 support

L2 & L3 support

L2 technicians assess issues and provide solutions for tech devices related complications related to configuration and set-up. L3 agents duplicate problems and define root causes, using product designs, code, or specifications.

Field teams

Field teams

Complex tech support related queries are handled by field experts. The knowledge when is readily available eases optimized internal support processes, workflow configuration, and task automation by the experts speeding up the problem resolution process.

Digital team

Digital team

Digital teams are responsible for digital revamping of an organization’s brand value. The digital team uses SEO tools to create and distribute user-friendly support knowledge. Integration of user base through community building and information forums too are flagged by them

CX heads

CX heads

CX heads are responsible for maintaining SLA and keeping AHT on a lower end. It drives better C-SAT by empowering agents with smart knowledge and faster solution delivery. A technical query, when solved quickly, instils higher trusts of a customer with the brand’s goodwill.

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