Supportfirst’s Self-help portal helps Customers to resolve problems by guiding them through diagnostic questions that identify the root-cause and provides ready-to-use resolution steps.
Supportfirst drives on-the-job learning to achieve SME-like performance from every agent by assigning incidents with incremental increase in complexity based on agent’s past performance in solving incidents.
Supportfirst ensures that new agents with minimal training or experience can become productive from the first day by providing them with incident-specific diagnostic and guided resolutions to solve incidents without any external help.
Directed Knowledge Capture
Supportfirst analyzes voluminous incident data using Natural Language Processing and recognizes prominent problem areas. Supportfirst provides an interface where SMEs are direct to provide the diagnostic steps and resolution process for these problem areas, which it continuously validates for effectiveness and relevancy.
Guided Resolution for Agents
Supportfirst provides the agents with pin-pointed troubleshooting instructions for complex incidents to help them accurately diagnose the problem and provides them the solution to resolve them.
Knowledge Sources Integration
Supportfirst integrates the knowledge residing in various data sources across the organization like incident history, runbooks, KB articles, defects logs, Known Error Databases, Wiki etc. Supportfirst contextually maps relevant knowledge from all the available sources to new support incidents by identifying the call drivers causing the incidents.
Supportfirst actively detects probable issues on social channels and alerts you even before the customer registers an incident, enabling you to proactively support even before it is called for.
Operational Insight Dashboards
Supportfirst presents the on-the-floor scenario to your managers with customizable dashboards which highlight favorable and undesirable events by continuously updating business critical metrics and also providing actionable interpretation to take quick and accurate decisions.
Supportfirst helps you sift through voluminous incident logs and unearth areas of improvement by allowing you to add/remove dimensions for comparing various factors in real-time. Supportfirst facilitates, SQL-like selection for choosing or eliminating multiple criteria and generates graphical reports on the fly in desired format.