The new connected world creates an ever-increasing set of support challenges for service providers. These challenges include: difficulty in controlling or reducing costs; increased support liabilities without the usage rewards due to new value chain and over-the-top services; low agent productivity and patchy knowledge delivery; and inconsistent customer experiences across interaction channels.
CommuniTake has taken a unique approach to solving these common challenges. CommuniTake multi-channel care empowers multiple support players and channels to form a cohesive and effective support ecosystem. The result is high quality customer experiences consistently across channels; enhanced self service capabilities; improved productivity; and reduced operating cost.
| REQUIRED CAPABILITY | COMMUNITAKE TECHNOLOGY |
|---|---|
| Provide support across multiple customer touch points. | Delivers support via an on-device application, friends and family community, and service provider’s engagement center. |
| Ensure consistent support experience. | Integrates device diagnosis and tests across channels. |
| Deflect inbound calls to self-service channels. | Provides on-device application for seamless diagnosis and repair or on-demand activation of tests and resolutions along with collaborative support by the community. |
| Provide self-reliance tools to device holders for anywhere and anytime troubleshooting. | Allows activation of on-device repair app regardless of connectivity of support advisor availability. |
| Automated support processes. | Embeds automated resolution flows technology in support advisors practices. |
| Address the rapid proliferation of new devices and new services. | Allows real-time support and publication of new devices and automated resolutions. |