Give users access to self-service troubleshooting guides through online self-service portals, mobile apps and fully integrated into front-end assets.
Self-service troubleshooting guides
Most users prefer to solve problems on their own rather than calling an agent, even for troubleshooting complex issues
With companies like HP Inc. using our guided troubleshooting technology for guiding users through a self-assist process, the potential to reduce calls to the call center while increasing customer satisfaction is evident.
Self-service workflows
Interactive troubleshooting guides tailored to your end-users needs, by differentiating between different skill-levels.
Escalate problems to second level and transfer the entire troubleshooting history to the service agent.
Capture the entire user interaction for future reference and for optimizing the knowledge base.
Key features
Integrate with existing IT landscape
Integration with existing infrastructure will ensure that all cases are logged and kept within the current service management system. We make sure that all relevant data flows between the systems to maximize transparency in the process.
Explain with rich media
As issues can be very tricky and complex in nature, it is vital that each troubleshooting step contains explanations, images, schematics, and videos, to make sure that all users can follow the details of how to perform any steps in a troubleshooting guide in the best way possible.
Learn from experience
Learn from operational experience using the Guide Optimizer. The collective experience of all users is analyzed and guides are automatically updated using machine learning.
Reduce customer service costs, increase quality and customer satisfaction. Increase agent efficiency through automation
Transfer self-service sessions to agents
We have seen our customers building very elaborate self-assist flows around our core troubleshooting technology. The best implementations involve starting the troubleshooting session online, using IoT data captured from a device and then transferring everything to agent, if the user cannot fix the problem on her own.
Benefits
MyCTO is a multi-channel solution where the same knowledge base can be used for both self-service and call center agents. You can define precisely who should be able to access the different knowledge base elements and how they should be presented in the various channels.
The MyCTO Guides are wrapped in an easy to use interface and the contents is kept in an easy understandable language with graphics and videos for communicating the content to the customer in the best possible way.
Reduced number of calls to the call center
Seamless troubleshooting technology integration into frontend assets
Transparent transfer of escalated cases from self-service to call center
Increased customer satisfaction
Use self-service for end-customers, dealers, distributors, partners, affiliates and much more
