Personalized Push Automation Reduces Assisted Support Session Time by 37%
How one innovation made a dramatic impact on service and satisfaction.
Solve iQ created a push that notified customer service automatically, reducing frustration and call time.
Reaching the end of the self-help journey
By the time many of our customers find Solve iQ, they are at the end of an unsuccessful self-help journey, having tried, and failed, to fix their problems with resources that include:
- OEM knowledgebases
- Customer forums
At this point, customers tend to be less patient and expect a better service experience.
Solve iQ has found a way to reduce the frustration associated with customer service calls. We’ve automated some of the most time- and labor-intensive steps to service, providing a better experience and faster resolution time.
This novel approach that combines technology, processes, and governance is critical to maintaining customer satisfaction and improving the value we provide to each subscriber.