 The
SupportVu application was built to address the specific needs
of the Customer Service Help Desk and Installation and Repair
teams. [ Use Case
]
The consumer dashboard provides a comprehensive “customer-centric” view of the service, allowing support staff to quickly confirm, verify and isolate the nature and source of the issue, and initiate corrective action.
As a customer service application, SupportVu will improve the customer’s perception of the service and improve the provider’s ability to:
- Constantly monitor and record the customer experience to confirm detection of transient issues and accelerate diagnosis
- Assess the consumer experience objectively in real time
- Proactively detect faults and isolate customer problems
- Eliminate the need for customers to describe complex audio or video impairments to the service representative
- Reduce the length of time between reporting the problem and correcting the problem
- Correct the problem the first time and eliminate repeat calls and unnecessary visits by repair technicians
- Shorten or eliminate help desk calls and reduce truck rolls with the appropriate preventative measures
- Simplify activation process with verification of the installation or extend to a customer self-installation program
Operational benefits not directly seen by the customer:
- Easy integration with existing help desk applications through web services
- Benchmark installation service and evaluation of installation or repair quality
- Continuous monitoring and tracking of customer experience to accelerate the detection and diagnosis of transient issues
- Clear correlation of customer experience to service performance
- Automatic fix and reconfiguration of in-home device parameters, often before the customer even notices a problem
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Contributing to the Business:
- Reduce call volume and average handle time
- Reduce repeat problems and improve first call problem resolution
- Meet and exceed grade of service and ASA metrics
- Eliminate unnecessary truck rolls
- Reduce MTTR and improve service levels
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