Challenge:
Seamless escalation to a dedicated live support team
This leading multimedia manufacturer’s customers have a wide range of questions— from basics like learning how to use the device, to troubleshooting, firmware updates, and warranty claims. Being able to provide their users with support on the channels they use most is critical to maintaining customer satisfaction.
Although the vast majority of problems can be resolved via self-service, some more complex problems tend to need more support from an actual agent. As a result, this enterprise multimedia company needed a support solution that can provide both great self-service as well as escalate to a dedicated support team.
