Lightning fast discovery
Cut straight to the solution - bypass the discovery Q&A
You can’t support what you can’t ‘see’ – that’s why so much time in support sessions is taken up with trying to understand the customer’s device. But understanding the device is just a means to an end: It’s not the part that solves the problem, it just enables the problem to be solved. PrecisionSupport re-engineers the front-end discovery process into a short, predictable, one-shot technical process that bypasses the whole quagmire of questions, answers, click here, right-click there, email this log file…etc. Everything you could want to know about the device is captured at one click of a button, so you can cut straight to the part the consumer is really there for; the solution.
Ask the device itself – and be totally sure
Probably the worst thing you can do is ask a customer about their device: Statistically, they are unlikely to know the detailed answers, don’t like being asked, and even if you have a customer who does know, the time taken to explain just adds to the length of the support session for someone who is already unhappy at the thought of having to call support. And in any case, from the end of a phone line or chat session, you are unable to distinguish those who know what they’re talking about from those who don’t. Statistically, it’s a losing strategy that can only offer uncertain information, flawed solutions, longer support sessions and reduced resolution rates – which is bad news for all concerned.
PrecisionSupport side-steps this scenario in the best way possible: We don’t ask the customer, we ask the device. By doing so, we can guarantee the accuracy of the information provided and ensure that the data that feeds the resolution process is not only accurate but consistent and validated.
Pixel depth information
The big picture – in high resolution
The thing about a support problem is that by definition, you start off with the unknown: If the cause was understood, it would probably have been solved already. In a consumer environment there can be infinite permutations of components, configurations and settings which can combine to create problems, so you really can’t prejudge what information you might need in order to solve the problem.
PrecisionSupport addresses that situation by giving you the full picture at the start; typically over 2,000 items of information about the device: Effectively every pixel that makes up a high-resolution picture of the device. Then all you need to do is zoom in on the bit (or bits) you’re interested in.
Zero customer frustration.
We’ve engineered it out..
By the time a customer has contacted you for support, they are already in a world of frustration: The thing they bought doesn’t work, so they’ve checked the instructions, de-installed, re-installed, re-booted and tried every other self-help measure they can before turning to the experts. However, what lies between them and the solution is probably a long conversation that involves them being asked lots of questions they can answer, punctuated by click here, then right click, then read off what it says, etc, etc…
If only the customer could just click a button.
Oh – they can.
Real root-cause analytical capability:
See the patterns others can’t.
A considerable amount of investment goes into every support resolution. The key to leveraging that investment lies in understanding the combination of factors that caused the problem in the first place, so that the solution can applied as quickly as possible to any future customer situations where the same causal factors exist. PrecisionSupport provides consistency of information, so it’s possible to spot those situations more easily, both during analysis and during any subsequent customer support calls – even if the customer is calling with a different problem.