When clients need technical support, different departments need to communicate to solve their issue and get in contact with the customer. This can become a confusing process when handled manually, as departments can get their wires crossed and information can get mixed up. Communication is key as well as ensuring the client gets their issues resolved as quickly as possible.
SimplyCast created the Digital Support Request use case for this reason. This combination of automated tools helps streamline the process and ensure clients get answers to their questions. Connecting the client to the right department and resolving their technical problem quickly and efficiently is one of the perks of using automation.
This solution involves 3 short steps that we have previously identified and are going to break down in his blog.
How to Use the Automated Solution
SimplyCast recognized the need for a better method of communicating with clients who need technical support. There is often a lot of back and forth between the customer and the technician who is answering their questions, so it is important to have an organized and established solution in place. IT companies are hoping to find a way to send confirmation to clients once they receive their request, to let them know they are being heard and help is on its way. This can be difficult to track completely manually, which is where automation comes into the picture. Taking advantage of a variety of digital tools allows these companies to help guide their clients through any technical issues, and make sure the process is done correctly and in a timely manner. Here is a brief description of each step in the automated solution.
Step 1- Automated Sorting
Once a support request is submitted by a client, the automated system will use the responses in the request form and determine which department it needs to be sent to. An email will be automatically sent to the right department with all of the request details.
Step 2- Organization Efficiency
Since requests are automatically shared with the correct department, it ensures there is no incorrect task assigned, or miscommunication with clients.
Step 3- Update Messages
Update and reminder messages can be premade to share with the client or other contact, and be shared through various communication channels.
That’s the summary of what it takes to create a digital solution for communicating with clients for tech support and it’s only scratching the surface of what is possible when it comes to using automated technology to help this management process run smoother.
The SimplyCast platform is a no-code platform that allows anyone to build and edit their solution. As a result, this solution is fully customizable, it can be tweaked or altered to meet the exact needs of every institution.
Don’t worry about scalability and security! SimplyCast is an ISO 27001:2013-certified company with data centers in the USA and Canada. This means we can assure you that your confidential data is safe on our secure server and the messages you transmit are completely encrypted. Our platform has the capacity to send 100,000+ messages every hour and allows 10,000+ concurrent sessions. We can also acquire additional gateways and servers if you need them.
Most importantly, we have a 99.5% minimum uptime. With our solution, you can have peace of mind.
Don’t wait! Our experts are ready to give you a one-on-one demo to explain how this solution works. Let them know you’re looking at UC0000134, Support Request Process when your demo begins.
Simply request a demo by clicking the button below and let us show you how our solution can help address your support communication more effectively.