CSM Magazine

SEPTEMBER 21, 2023

This will empower you to anticipate and calculate financial outlays, encompassing licensing fees, supplementary modules, implementation expenses through the vendor or designated partners, technical support, revisions, development initiatives, IT system upgrades, and staff training. It is prudent to examine these facets from the outset.

Technical Support 59

Technical Support SaaS Enterprise Feedback 59

CSM Magazine

JULY 19, 2023

This is where technical support comes to the rescue. The purpose of this article is to highlight the important but often underestimated role of the technical support service within an online casino. That is the role of technical support. Imagine a huge building where every room opens up a new game for you.

Technical Support 52

Technical Support Accountability Technology Customer Experience 52

TeleDirect

MARCH 13, 2025

Provide access to knowledge bases and FAQs for quick reference during calls. A: Yes, customer support, sales, and technical support agents require different skill sets and tailored training modules. Leverage Technology for Training Use AI-powered simulations to enhance training effectiveness.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

NobelBiz

JANUARY 31, 2022

Furthermore, to increase the efficiency and relevance of multi-channel request processing, you must assist your agents, as well as your clients, by providing them with a knowledge base. Hence the question, how to create a unique knowledge base in 2022 for your contact center? What is the persona of the base user?

Contact Center 52

Contact Center Contact center software Cloud contact Technical Support 52

TechSee

JUNE 12, 2018

Using a smartphone, customers can access the product’s knowledge base with FAQs, manuals and training material displayed in an AR overlay. In addition, AR-based self-service support has proven itself in a wide range of smart home applications. Technical support.

Customer Experience 152

Customer Experience Technical Support Self service Entertainment 152

TechSee

MAY 19, 2021

For example, using a smartphone, customers can access the product’s knowledge base with FAQs, instruction manuals , and training material displayed in an AR overlay. AR has been especially beneficial in the technical support domain, eliminating the back-and-forth so common in agent-customer interactions during technical support calls.

Technology 159

Technology Customer Service Technical Support Self service 159

CSM Magazine

OCTOBER 15, 2024

Understanding the Apple Service Center An Apple Service Center is an authorized facility where trained professionals provide repairs, technical support, and maintenance for all Apple products. Technical Support: If you’re experiencing software issues or need help with system updates, the service center’s experts can assist.

Technical Support 52

Technical Support Wait times Customer Support Personalization 52

CSM Magazine

MARCH 12, 2019

Are you ready to start building a world class technical support team ? After all, your technical support team provides vital help and assistance for all computer software and equipment used in the business. If so, this is a wise goal. Superior Problem-Solving Abilities.

Technical Support 45

Technical Support Education Analytics Technology 45

CSM Magazine

DECEMBER 3, 2024

This app is a favorite for technical support teams, offering an easy way to explain intricate processes visually. Translation Apps: Break the Language Barrier In a globalized world, language shouldn’t be a barrier to excellent support. It allows them to create or update help articles directly from tickets.

Customer Experience 52

Customer Experience Technical Support Coaching Sales 52

TechSee

SEPTEMBER 7, 2021

Companies can harness visual assistance’s underlying technology – Computer Vision AI – to rapidly expand their visual knowledge base. This works by using images and video from past support interactions to help train and onboard new agents and technicians. Visual Assistance Above and Beyond Remote Support.

Technical Support 191

Technical Support Sales Upselling Coaching 191

CSM Magazine

JANUARY 15, 2025

This highlights the importance of technical support. Remember, issues can pop up at any time, so technical support needs to be ready to respond. If your chatbot is available 24/7, technical support must also be available during those hours. Who will be fixing the issues related to AI and chatbots?

Chatbots 52

Chatbots Customer Support Technical Support Banking 52

CSM Magazine

MARCH 3, 2025

Whether you have questions about your bill, need technical support, or want to explore new plans or services, Xfinity provides several options for contacting their support team. Store Visits Personalized Help : Visiting a retail store allows you to get hands-on assistance, especially for equipment swaps or technical support.

Customer Service 52

Customer Service Technical Support Wait times Accountability 52

CSM Magazine

MARCH 5, 2025

Whether youre looking for assistance with account management, game-related queries, or technical support, Pin-Up Aviator delivers a seamless support experience. Innovations in User Support Pin-Up Aviator isnt just meeting the industry standard for support; theyre raising the bar. But what truly sets them apart?

Technical Support 52

Technical Support industry standards Accountability Customer Support 52

ShepHyken

APRIL 24, 2020

While now may not be the ideal time to launch something new, you should make sure existing tools and programs—knowledge bases, chatbots, communities, and automation, for example—are all operating well and providing up-to-date information. If new self-service solutions can be added and supported through existing channels, then add them.

Customer Service 151

Customer Service Airlines Self service Entertainment 151

ProProfs Blog

APRIL 16, 2020

Do you contact customer service vs. technical support ? Visuals can be included in a number of materials such as knowledge base , user manuals, or any other channels where information is accessible directly by the customer. #5: Or maybe something even worse happens in winters. What is your instinct in such situations?

Customer Service 144

Customer Service Self service Customer Support Technical Support 144

DMG Consulting

NOVEMBER 13, 2017

Question: Our contact center agents in customer service and technical support are being asked to up-sell and cross-sell. Although a business may consist of separate contact center roles and departments for sales, customer service, technical support, etc.,

Technical Support 48

Technical Support Contact Center Coaching Customer Service 48

Kayako

APRIL 12, 2022

Sushant Dashputre, Assistant Manager of Technical Support at Quick Heal. Capture your customer’s entire journey in a way a support ticket or traditional help desk never could. Increasing NameCheap’s agent productivity through a self-service knowledge base. Are you ready to deliver Friction-Free Customer Service?

Customer Service 118

Customer Service Self service Education Technical Support 118

NobelBiz

OCTOBER 22, 2024

NobelBiz’s analytics tools provide insight into what matters most to your customers-whether it’s technical support, billing questions, or product usage. ‘Understanding what your customers need is more than just answering calls; it’s about leveraging data to stay ahead of their expectations.

Analytics 52

Analytics Interactive Voice Response Contact Center First call resolution 52

TechSee

NOVEMBER 22, 2021

Seven in ten workers said that they experienced two or more technical issues that required IT assistance while working remotely. . This means that companies must prioritize reliable round-the-clock remote IT technical support for their teams. . IT Support Services Prices aren’t Cheap.

Technical Support 109

Technical Support Telecommunications Best practices Morale 109

CSM Magazine

DECEMBER 20, 2024

Technical Support for Activation The process of activating an eSIM typically involves scanning a QR code or configuring settings on a device. While this is straightforward for many, technical issues can arise. Heres why good customer service is essential for eSIM users: 1.

Customer Support 52

Customer Support Technical Support Technology Customer Service 52

TechSee

DECEMBER 5, 2017

Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. The Canadian-based Coveo increases self-service success and case deflection by making search core to the self-service experience.

Contact Center 116

Contact Center Technology Self service Call Center 116

TechSee

JANUARY 24, 2019

Use Cases: Technical Support : Especially useful for troubleshooting and product unboxing, agents can use live video interactive assistance to more quickly identify technical issues visually. Integrations: Look for an ecosystem-friendly platform that is based on open APIs to maximize data integration and agent workflow.

Call flow 141

Call flow Sales Technical Support APIs 141

TeamSupport

JANUARY 12, 2021

Key Imperatives for Support. Support must invest in efforts to scale capabilities by reducing demand and operating more efficiently ; ticket automation , leveraging AI , and a knowledge base of self-help tools will go a long way towards both.

B2B 86

B2B Customer Support Technical Support Coaching 86

Amity

FEBRUARY 27, 2019

Self-service has a long and high ROI track record in the technical support world, allowing customers to find answers and resolve issues themselves, and to deflect low-value contracts from expensive, assisted support channels. The easiest way to create a self-success knowledge base is KCS?,

Technical Support 64

Technical Support Self service Best practices Construction 64

Taylor Reach Group

AUGUST 28, 2017

Effective knowledge management across an enterprise can lead to improved efficiency and satisfied customers. Many organizations seek to manage their knowledge by consolidating it where possible in a knowledge-base (KB). How does Knowledge get into a Knowledge-base? All of which may prove costly.

Management 80

Management CRM Engineering Technical Support 80

AWS Machine Learning

AUGUST 9, 2024

Deltek is continuously working on enhancing this solution to better align it with their specific requirements, such as supporting file formats beyond PDF and implementing more cost-effective approaches for their data ingestion pipeline. For technical support or to contact AWS generative AI specialists, visit the GenAIIC webpage.

Government 131

Government Healthcare Construction Engineering 131

TechSee

NOVEMBER 16, 2020

When the case needs to be escalated to a human agent, there is a warm transfer to a remote support session that doesn’t require the customer to repeat himself. Human personnel are empowered to resolve these issues faster using automated decision support tools that suggest next-best-action steps determined by a vast knowledge base.

Self service 109

Self service Best practices Contact Center Technical Support 109

TechSee

NOVEMBER 6, 2018

He calls technical support; the agent asks a series of questions. Some examples: Technical Support : Agents can use AR remote assistance to more quickly identify and resolve common technical issues by visually guiding the customer through the steps. How does augmented reality remote assistance work?

Technical Support 104

Technical Support Call Center Technology Enterprise 104

Fonolo

APRIL 16, 2019

And like many others, this meant starting out in a call center, answering the phone calls of helpless software users, as a lowly, humble Technical Support Representative (TSR). . Andrea Paragona , Senior Manager Knowledge Base Team, Constant Contact. And so, naturally, I too looked forward to a career in IT.

Call Center 108

Call Center Contact Center Engineering Construction 108

CSM Magazine

AUGUST 30, 2024

How to ensure the positive impact of customer support on your marketing strategy Optimize services and products Setting up technical support improves the processing of user requests, as well as the management of technical teams. This commercial argument is an important advantage to increase sales opportunities.

Customer Support 52

Customer Support Marketing Technical Support Consulting 52

Comm100

APRIL 9, 2021

The more robust live chat platforms offer internal knowledge bases so agents can quickly find the information they need to help the customer without even leaving the chat window. A strong knowledge base is core to self-serve and should be accessible on any site. Mobile chats.

Benchmark 94

Benchmark Best practices Banking Wait times 94

Nicereply

JUNE 21, 2021

Early in my technical support career, a customer asked me about an unusual upgrade path. It is not always easy to recognize when you know something that can help others, and without the right tools and processes in place, it is not easy to share that knowledge widely. Can’t remember the name of a band?

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

CSM Magazine

SEPTEMBER 29, 2020

When a user contacts technical support, it means that the customer is already at a loss. As soon as the user needs an answer, he or she starts experiencing a desire to talk to technical support. Have you ever come across services that hid their support button so much that you had to search the entire site to find it?

Technical Support 52

Technical Support Customer Service Customer Support Personalization 52

Sykes

SEPTEMBER 11, 2019

SYKES’ differentiated full lifecycle solutions and services — digital marketing, sales expertise, customer service, technical support and more through multichannel delivery platforms — effectively engage customers at every touchpoint of the customer journey. Follow us on Twitter @SYKES_Global. About IAOP.

outsourcing 75

outsourcing Multichannel Enterprise Technical Support 75

Totango

SEPTEMBER 7, 2021

This makes providing a contextually robust knowledge base and online resources an essential component of a digital-first customer success management strategy. Giving your customers digital tools to resolve their own issues efficiently will increase client satisfaction while reducing your team’s support burden.

B2B 84

B2B B2C Best practices Self service 84

ProProfs Blog

DECEMBER 16, 2020

Software providers like ProProfs Chat offer integration with a knowledge base platform that helps you answer commonly asked questions faster. This is where chatbot can streamline support requests for them. With a chatbot in place, you can prioritize requests that would need an operator’s insight or further technical support.

Management 147

Management Chatbots Sales Upselling 147

Callminer

AUGUST 1, 2017

Anyone who has called into a call center has experienced the painful process of going through a set of PVQs (Personal Verifiable Questions) or KBAs (Knowledge Based Questions) to verify that they are who they say they are. “Increasing efficiency for Contact Centers can be achieved by…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334