Support Solutions with Firefly
Firefly enables some of the largest software, hardware and telecommunications companies to resolve their customers' issues as efficiently and effectively as possible: on the phone, via email or through a web self service portal. We help organizations share information to enable continuous process improvement. Firefly allows our clients to:
- Improve first call resolution
- Reduce escalations to 2nd and 3rd level staff
- Reduce the number of no-fault-found returns
- Deflect call center queries to web self service
- Create easy to follow trouble-shooters
- Produce individualize documentation and set up guides
- Reduce user effort by automating administrative tasks, such as the creation of documents
- Reduce call time by automatically maintaining ticketing or CRM systems
- Ensure that all compliancy rules and regulations are followed
- Create a full audit trail
Select one of the areas below to read more.
Guided Troubleshooting
Everyone would like First Call Resolution (FCR) to reduce costs, improve customer satisfaction and reduce costly internal escalations. Firefly quickly delivers improvements to your FCR rate quickly - and also, through orchestrating other support systems such as ticketing, shortens call time.
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Web Self Service
Firefly is proven to support Web Self Service portals by providing guided decision support for troubleshooting, diagnostics and supported step by step guide for installations. Firefly's interactive nature means that users are guided to a precise resolution rather than having to trawl through documentation or FAQ's.
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Orchestrating Support
Firefly's orchestration is proven to increase Support accuracy, consistency and success rates as well as remove administration time and costly overheads. As Firefly ensures the best experience is delivered to the customer, users need little training to undertake even the most complex calls.
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About Firefly
Firefly is a unique technology which enables business people to build scripts, processes and guides that include sophisticated business rules - without any help from IT.
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Improving Contact Center Service and Performance
