See what the customer sees… and much more.
The SupportVu™ application was built to address the specific needs of the Customer Service Help Desk and Installation and Repair teams. The consumer dashboard provides a comprehensive “customer-centric” view of the service, allowing support staff to quickly confirm, verify and isolate the nature and source of the issue, and initiate corrective action.
- Shorten or eliminate help desk calls and reduce truck rolls with the appropriate preventative measures.
- Correct the problem the first time and eliminate repeat calls and unnecessary visits by repair technicians.
- Constantly monitor and record the customer experience to confirm detection of transient issues and accelerate diagnosis.
- Assess the consumer experience objectively in real time.
- Proactively detect faults and isolate customer problems.
- Eliminate the need for customers to describe complex audio or video impairments to the service representative.
- Reduce the length of time between reporting the problem and correcting the problem.
- Simplify activation process with verification of the installation or extend to a customer self-installation program.
- Reduce call volume and average handle time.
- Reduce repeat problems and improve first call problem solution.
- Meet and exceed grade of service and ASA metrics.
- Eliminate unnecessary truck rolls.
- Reduce MTTR and improve service levels.