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Technology Solutions
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Responsive customer
support and service is
vital in the technology
and telecommunications
arena. Your competitors
want your customers, so
the key to ensuring
their loyalty is to
provide the very best
service and support.
Happy customers
bring more customers;
unhappy customers are
costly.
The quality and
efficiency of your
customer support is a
reflection of your
company, which directly
impacts your
bottom-line.
Your support personnel
provide vital services
such as reassuring
potential customers
during pre-sales
demonstrations, managing
installation and upgrade
processes and helping
customers with routine
maintenance.
The competence and skill
employed while providing
these services can set
your organization apart
from the competition.
Service level
management
Typically, in small to
medium size
organizations, the first
line of support is
handled over the phone
or via email. A
technician will log the
call, attempt to solve
the problem, deliver a
response and archive any
case notes. Cases which
can't quickly be solved
are escalated to a more
qualified agent.
The whole process is
tracked by a variety of
systems ranging from
home grown applications
to more complex
commercial solutions.
Although these systems
may solve most support
issues (with only an
occasional ticket
falling through the
cracks), they do little
to minimize the
emotional response of
customers (many of whom
are already unhappy when
they place the call).
Without effective
service level management
and timely
notifications, customers
are not kept informed
throughout the support
cycle and are often left
feeling helpless and
frustrated.
Many large enterprises
have a legacy system in
place as a support
service. The limitations
of these systems become
apparent when new
technologies are adopted
and when the
organization experiences
growth or change.
Buy the best and
buy it once
LiveTime solutions are
highly scalable -
installation and
configuration are just
as easy for a small
organization as they are
for a department with
thousands of technicians
and clients.
Any browser can be used
to access the system.
And because the browser
interface is pure HTML
(no downloads or
plug-ins) there is zero
cost for client
installation and
maintenance.
The solutions allow
organizations to store
knowledge gained through
solving support issues
by cataloguing solutions
in the knowledge base --
information that can be
leveraged during future
product development.
No hidden costs
LiveTime products are
complete solutions with
no hidden costs.
Essential functionality
comes standard and
includes reporting,
service level
management, escalation,
asset management,
knowledge management,
client self service and
integration with LDAP/Active
Directory.
LiveTime Service
Management solutions
have a rapid return on
investment (ROI) and
have been deployed in
technology companies
around the world,
enabling them to provide
a streamlined support
service with complete
audit trails.
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