Helpdesk troubleshooting

Call center staff generally need help to guide their customers to the right solution - particularly in technical areas, where the successful answer may be complex but must be delivered precisely and clearly.  When troubleshooting problems with computer or electronics equipment, for example, one small slip and the product will not work.  Some of the world's leading telecoms and equipment providers use Informavores' Firefly software to create and deploy tailored support.

Typical solutions

With our Firefly product we help clients manage a range of technical troubleshooting solutions, including:

• Troubleshooting technology issues (e.g. "I can't log in to the network - help!")
• Diagnosing customers' problems with products (e.g. "My phone won't work - can you fix it or should I return it to you?")
• Medical diagnostic tools (e.g. "I have a headache - what's causing it?")
• Online product tests (e.g. "Which version is right for me?").

Our 'out of the box' Firefly software allows client analysts quickly and easily to: 

• Script calls, from simple to the most complex
• Link in seamlessly with telephony, knowledge base and search
• Draw on data from existing ticketing or CRM systems (we can also install these systems as part of a Firefly installation)
• Perform complex calculations or quotations
• Initiate messages to staff, or transactions into your workflow system
• Keep an audit trail of what's happened; and
• Produce automated, 'bespoke' high quality output for clients.
  
  

Benefits

Our solutions ensure advice to clients is consistently correct - particularly valuable where cost or risk of errors is high.  This reduces support overhead by:

• Improving first time resolution, and cutting down on mistakes - frequently reducing call handling times by 5 to 30%
• In some cases, allowing online service to replace human call handlers, bringing substantially greater savings, from 75-90%
• Reducing 'no fault found' returns - by 5 to 35%

Further benefits are made by:

• Enabling faster training for technical staff - allowing them to get up and running within days rather than weeks
• Providing detailed information on customer queries and responses - allowing you to address factors driving individual calls
• Facilitating online sales by helping customers decide which product or service they need
• Allowing client experts to create and deploy scripts in days - or add new questions in minutes
  
  

Seamless integration

Get more from your existing helpdesk IT solutions:

• Our technology integrates seamlessly with most leading helpdesk, ticketing and CRM solutions, including Remedy, Microsoft Dynamics (CRM), Siebel and salesforce.com
• We also integrate seamlessly with MS Sharepoint, web content management solutions and with knowledge bases
• Finally, we integrate easily with ERP solutions including Oracle and SAP

Using our Firefly software can ignite your existing IT solution and deliver enhanced value.