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Every reasonable technology company that designs, manufactures, and sells products knows the importance of effective technical support for their customers. Part of getting the support infrastructure right is to hire talented service agents, train them well, equip them with modern case management tools, and establish a rich knowledge management. But none of these things are a silver bullet by themselves - they cannot scale indefinitely and will soon run into limitations.


So how can we set up our technical support teams for scalable success?

To unlock the full potential of your technical support team and leverage existing distributed knowledge bases, and ensure world-class experiences are delivered at every interaction we must set up technology, best practices, and user experience that integrates the power of cognitive, machine learning, natural language understanding, and visual design. A technical support strategy that is built upon these foundations will be destined for success.


Deliver impact across your service team with interactive discussions on:

  • Improving first response accuracy & resolution speed - Deliver precise, contextual and actionable remedies extracted from unstructured knowledge silos.
  • Enhancing the quality of every response – Apply domain optimization, query suggestions, and continuous improvement based on user's interaction & feedback.
  • Empowering your support team – Transform agent efficiency with knowledge-powered guidance for expertise location, smart ticket allocation and new service agent on-boarding.

Set your technical support team up for success with a revitalised knowledge management strategy that includes:

  1. Innovative Technologies: Best practices for the implementation of cognitive knowledge delivery powered by deep learning & natural language processing constructs.
  2. Connecting the Dots: Technology and techniques needed to deliver contextual, precise, and actionable knowledge within technical support apps & workflows.
  3. Seamless Integration: Achieve multi-fold increase in the effectiveness, adoption, and utilization of technical support, customer engagement, and collaboration tools such as Salesforce.

About Persistent

We are a trusted Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what’s next and answer questions before they are asked. Our offerings and proven solutions create unique competitive advantage for our clients by giving them the power to see beyond and rise above.

Don't miss out - Sign up for free now

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