Removing guesswork from your customer support
Sep 16, 2016
Your organisation has extended application processes to allow for online submissions.
An applicant has started an online application and is having trouble with the form: not sure how to proceed or what to enter. Makes a phone call to your customer support team.
The customer support team starts asking questions:
- what are you doing?
- what do you see?
- could you please enter this and that … what do you see now?
Every feature of TransForm Engine was born by addressing FifthOcean Technologies’ client challenges.
While providing support to applicants working on medium to large online application forms every organisation faces a number of challenges. The biggest obstacle is blind support, when an operator tries to find answers based on certain amount of guesswork.
It takes significant time to understand what is the customer actually working on, e.g.:
When organisation has a number of different application forms support team members may have no knowledge about the behaviour of every form.
As a result:
TransForm Engine ‘Live Support’ mode has become available in August 2016.
Using this mode, customer support operators can:
I CAN SEE WHAT YOU SEE
If your organisation is interested in live demonstration of this feature please contact us.