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The Stats
Companies miss the opportunity to close a technical support case on the first call about 50% of the time. Of the cases staying open, over half don’t get resolved for 2-5 days, and a third are taking over 5 days.
The Costs of Quality
The true cost of good support in software is twofold:
a company’s time/resources, and its customers’ satisfaction. Support issues taking repeated time of upstream engineers and making your customers wait for days are very “costly” in both areas.
Measurable Difference
When our tools are employed, support departments close cases faster. Customers are happy, and with the total case liability at any moment lessened, time and resources are freed. We provide an easily measurable value.
Our Tools
We have focused our products on communication.
Put simply, we have automated the only part of the support process not being addressed: customer inquiry. Our configurable capture tools gather the accurate, detailed, specific information needed to diagnose a problem, with no customer reporting or return calls.
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