The new connected world creates an ever-increasing set of support challenges for service providers. These challenges include: difficulty in controlling or reducing costs; increased support liabilities without the usage rewards due to new value chain and over-the-top services; low agent productivity and patchy knowledge delivery; and inconsistent customer experiences across interaction channels.
CommuniTake has taken a unique approach to solving these common challenges. CommuniTake multi-channel care empowers multiple support players and channels to form a cohesive and effective support ecosystem. The result is high quality customer experiences consistently across channels; enhanced self service capabilities; improved productivity; and reduced operating cost.
|REQUIRED CAPABILITY||COMMUNITAKE TECHNOLOGY|
|Provide support across multiple customer touch points.||Delivers support via an on-device application, friends and family community, and service provider’s engagement center.|
|Ensure consistent support experience.||Integrates device diagnosis and tests across channels.|
|Deflect inbound calls to self-service channels.||Provides on-device application for seamless diagnosis and repair or on-demand activation of tests and resolutions along with collaborative support by the community.|
|Provide self-reliance tools to device holders for anywhere and anytime troubleshooting.||Allows activation of on-device repair app regardless of connectivity of support advisor availability.|
|Automated support processes.||Embeds automated resolution flows technology in support advisors practices.|
|Address the rapid proliferation of new devices and new services.||Allows real-time support and publication of new devices and automated resolutions.|