In today's online world, many people conduct their sales and customer retention through their web site. Customers return to the web site to find support and contact information for the product or service that they have purchased. Often, in the case of small to medium enterprises, the customer is presented with a combination of online articles, chat, email, or phone support. Although customers want to self-resolve, there are cases where they need to speak with an agent; such as in a credit card dispute. The puzzle is how do you teach the majority of your customers to self-resolve while quickly engaging those who need the assistance?
Unified Technology Associates has worked in some of the most complex support scenarios available and can help you solve that puzzle. Through a meshing of social medium, technology, and humans we create intuitive support structures that embrace the customer at the closest point possible to resolve. We work to create a golden path of entry that is evident to each customer, based on their identified need. We even have processes for those we don't know about. In fact, we cover all scenarios: Known/Known, Known/Unknown, and Unknown/Unknown. Read our case study or call 888.423.2325 or 512.366.3060 to see an example of a solution we can bring to your organization.