Comcast has deployed SupportSoft’s new LiveAssist solution to provide better customer support for its High-Speed Internet service. SupportSoft LiveAssist boosts call center productivity using enhanced online chat and Web push functionality. The companies said that Comcast averages more than 3,000 web-based chat sessions per day using LiveAssist. Service representatives are able to handle multiple customer inquires at a time via chat, as opposed to only one customer at a time via a phone call. LiveAssist also enables the service representative to push support documents out to the customers quicker than via a phone/e-mail approach.
SupportSoft noted that a recently published independent report by Zanthus Research found that over 48% of 550 broadband customers would prefer to use online chat, other web-based tools for customer
assistance or the provider’s online support portal for customer assistance.
Separately, SupportSoft announced the successful deployment of its Knowledge Center Suite within Cox Communications. The system is being used by Cox’s enterprise IT Help Desk Coordinators to provide technical assistance to the company’s 25,000 employees. The help desk coordinators support Cox offices in 25 states and 200 customized software applications.
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- Earlier this month, SupportSoft introduced its new Real-Time Service Management (RTSM) software platform that will serve as the foundation for all its products. The new release, which is a redesign of the company’s existing Problem Resolution platform, is aimed at automating technical support, customer service and IT infrastructure management for enterprises and service providers. In association with the launch of the Real-Time Service Management software platform, SupportSoft also announced 4 core products:
- Knowledge Center Suite — which facilitates knowledge-enabled self-service and assisted service. Broadband network operators could use it to automate service and support knowledge creation, publishing, management and access. Customers can use it to access self-help tools on the web.
- LiveAssist — a highly scaleable real time, online chat solution for call centers and IT help desk organizations. Customers can simply click a button on a company’s Web site to engage a service or support representative without resorting to the need to download software plug-ins or wait in a phone queue. Call center service representatives can handle multiple customer sessions at one time to maximize their productivity. This capability was developed in collaboration with a major cable MSO.
- RemoteAssist — allows service and support representatives to provide faster, more effective resolution to user problems by taking control of the user’s system remotely via the Web. The product provides for full privacy, requiring a user’s permission for a service representative to remotely manage their computing system. It also works through firewalls.
- Auto Discovery and Metering — permits enterprise IT organizations to discover, inventory and meter a company’s hardware and software assets in real-time.