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FSA - Effective Customer Support Solution

This review answers the question - how to make support service cost- and time-effective. Your company has a live (by phone) or/and web based customer support (via feedback forms or e-mails). 

The simple way to make your support service  cost- and time-efficient is to bring the correct information at the right time to the correct person. You can increase the quality of your support service, convert information you has to the knowledge that will work for you. 

Customer Support Service Scheme

Your company gets incoming support requests by phone (live customer support) or by e-mail (web-based customer support). Your technical specialists analyze the problem and try to find the appropriate solution.Have a look at a customer support service scheme (>).

Your company gets incoming support requests by phone (live customer support) or by e-mail (web-based customer support).

Your technical specialists analyze the problem and try to find the appropriate solution.

Technical specialist can find information necessary for answer in: 

  • Frequently Asked Questions (FAQ);
  • Technical documentation for product (for example product manuals in Adobe Acrobat file format);
  • In archive of support service;

After the case was solved support assistant includes it into knowledgebase of support service.

Click to run FSA flash demo. You will learn what is custom search, preview pane, search report.

Who work in your Customer Support Service?

Technical specialist can answer any support request, whose job is high-paid). Support assistant can provide qualified support in only 60% of cases).Let's divide your customer support service into:

Technical specialists. Technical specialist can answer any support request, whose job is high-paid).

and

Support assistants. Support assistant can provide qualified support in only 60% of cases);

With FSA you'll be able to decrease number of requests to technical specialists.

Support assistants will solve more problems themselves as they will use company knowledgebase created by technical specialists.

Save your technical specialists from routine support job and save your money. Applying FSA solution enables to move about 75% of your technical specialists from support service to the job where their skills are needed most of all.

Making support service work time-effective:

What can we do to make support service work time-effective? 

1) You can improve technical means of your service (add more phone lines, add more feedback forms or chats to your web-site). 

2) You can hire more support assistants (to answer more phone calls or e-mails per hour).

3) The most effective way is to make existent support work more effectively.

"Bring the correct information at the right time to the correct person". This is a key to increase the efficiency of customer support service. Provide all support assistants with  immediate access to all knowledgebase information of your customer support.

Find out if the solution you are using now can help to increase the efficiency of support service.

Answer two questions:

1) Can any support assistant get immediate access to your company's knowledgebase? Do your support apply easy to use answer-search solution?

2) Can any support assistant get access to all knowledgebase your company has? You should include into your knowledgebase:

  • technical documentation - manuals, step by step instructions, previous support answers;
  • self-help experience - on-line forums and discussion lists;
  • archived cases;
  • frequently asked questions;

If your answers differ from "yes" and "yes" then please, continue your reading.

FSA as a customer support solution

Your support assistants send support request to FSA. Then FSA search for text with specified keywords within several folders (folder with technical documentation, manuals, FAQs, support archive).We are happy to suggest easy to use solution that can increase the efficiency of your support service:

FSA - File Search Assistant - is a fast and easy tool to search any text in any file format.

This scheme (>) shows how can FSA be integrated into your support service. 

1) Support assistants send support request to FSA. 

2) Then FSA search for text with specified keywords within several folders (folder with technical documentation, manuals, FAQs, support archive).

 

 

Configuration of FSA includes: Creating of customs search groups (read more about customizing search in FSA's on-line manual).

Note: folders to search can be located on hard disk of local computer or in local network.

3) FSA finds necessary text. 

4) Then user can generate search report with some quotations or use preview function. 

Perform analysis with preview function  or tell FSA to generate search report .

5) Support assistant can easily browse through result and find appropriate answer for support request.

Benefits of usage

  • You can move your best technical professionals to some more important job. 
  • You increase the efficiency of your support without any investments.
  • All your customers will get high-quality answers faster. 

Read more: how to configure

Get File Search Assistant

You can get File Search Assistant right now. It's a file search tool that allows to search for popular file types on local hard disk and across a network.

 

 

 

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