Technical Support Automation

CHALLENGE

When customers were experiencing technical issues, they would call the Technical Service Organization for assistance. These troubleshooting calls had a high average handle time and led to a high number of non-productive dispatches.

SOLUTION

Our solution implemented automated troubleshooting flows that initiated when a customer’s call reached the IVR. The upfront flows enabled proactive automated troubleshooting to occur (for example, reset a router automatically, check connections to the home, etc.).If the automated process did not solve the issue, we leveraged Pega Customer Service to provide advanced troubleshooting and utilized the SMS channels to communicate with the customer to ensure the dispatch was required, the customer was available and if not, it allowed automated reschedule prior to the dispatch occurring.

RESULTS

This solution resulted in a dramatic reduction in non-productive dispatches, reduced AHT, increased first call resolution, and contributed to an increase in net promoter scores from their customers.