Equip customer care advocates to better support the customer

IT Assist equips customer care advocates to better support the customer in three ways: Value-adding tool development, tapping into the collective ideas of the team, and workforce enablement related to learning, knowledge management and collaboration.

IT Assist works as a member of the customer care team

Working with your team, IT Assist's core objective is to treat customer care personnel as customers of the product, thereby creating an optimal user experience with the same level of effort made to create an optimal user experience for the customer.

We determine ways to develop functionality or tools for the product that:

• Makes it easier for customer care to gather and view information required to support a customer.
• Brings to the front information related to products a customer recently purchased, features that are inheritably complex, common call in cases, etc.
• Changes the initial focus from displaying all the static information about a customer to knowledge contained in past notes and conversations with the customer.
• Helps customer-care advocates perform cause and fix agent determination.

We strive to provide an environment where:

• Day-to-day conversations do not get lost in IM sessions and emails.
• Collaboration and knowledge sharing ties into the management of tasks the team needs to get done.
• Capturing ideas and suggestions from customer-care personnel is not cumbersome and the development and production support organization can access and act upon the information without compromising their other responsibilities.
• Training and knowledge-transfer sessions focus not just on what the product does, but also on potential issues and how to troubleshoot them. We show you how to continually improve on the material with real life support cases and experiences.

Through observation, participation in solving day-to-day customer support issues and gathering information from interactions with customers, support cases, development organizations, customer-support personnel and information accumulated during product conception, development and testing phases, we are able support customer care organizations with areas related to:

• Knowledge management
• Support tool development
• Training and knowledge transfer
• Communication with fix agents and triage process improvement
• Continuous product improvement
• Maximizing the value provided by the development organization