Actionable Intelligence for Support
Many organizations are using support management tools that are too complex or outdated. These tools are inept at pinpointing recurring problems, do not work well on the latest smartphones or tablets, and are not capable of providing detailed reports about average call times or how long it takes to resolve issues. Many tools merely report on the number of calls per day, month and year and do not display information regarding the “loops” – or recurring problems.
Support can easily become chaotic and overwhelmed with the number of open cases, log case durations, duplicated task assignments, and lost cases. Without efficiency in support management tools, support teams can easily lose track of or improperly prioritize customer issues. The end result with these out of date practices is unhappy clients and a reduction in client retention rates.