Enhanced Customer Support

SupportSoft Dynamic Agent, a desktop-resident portal, enables organizations to extend customer support in order to offer additional products, when the time is right. Further, by building on its automated support platform, organizations can now create a new and convenient marketing channel to orchestrate new methods of driving revenue. With real-time access to the customer’s context and system configuration, personalized and timely offers can be presented -- for example, renewals at or before warranty or subscription expiration; additional data storage upon or before reaching storage capacity; or the latest bandwidth enhancement during periods of high usage.

Dynamic Agent gives support and marketing organizations an ability to understand and respond to customer needs. They can provide more valuable and cost-effective support by offering self-help troubleshooting and proactive repair tools. From a marketing perspective, organizations can drive more traffic to their web site and extend brand presence to the desktop. And with one practical tool to manage all services, a consistent and satisfying user experience can be provided.

Some of the features of the solution include:

• Continuously gather user, system and activity data and leverage to create highly visible and timely offers; easily create personalized content for specific customers or scale it for larger groups, and make changes anytime; set up triggers and automated content to provide real-time support or promotional offers to customers right as they need it.
• Capture and analyze navigation data and customer demographics to build better, more customized offers; track effectiveness of marketing messages and content based on subscriber usage; generate reports that provide rich information and help determine return on investment.
• Provide auto remediation of common problems so users don’t have to call the help desk; establish real-time triggers and alerts that enable just-in-time support; give customers simple “1-click fixes” so they can resolve their own issues with user-friendly “show me,” “tell me,” or “just do it for me” content.
• Brand the organization’s services interface so it’s familiar and convenient for customers; provide easy access to other value-added services through one integrated portal.