Getting the Right Web Self Service

According to Forrester Research, the cost of the average Web self-service session is $1, compared to $10 for an email response and $33 for a telephone call. The challenge is therefore to deflect as many incidents as possible away from the call center and to the web.

Firefly has been 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.

Easy Web-enabled Design
After only a few hours of training support staff will be able to illustrate their troubleshooting processes visually with Firefly using a process we call Spark Mapping. The online guides are built by support experts - no IT intervention is required. Time to market for a new, or amended, guide is measured in hours not weeks or months. Our technology can be used to create many different styles of on line interactions:

• Troubleshooters
• Diagnostic Tools
• Step-by-Step Guides
• Interactive Installation Guides
• Custom Set-up Tools

User Centric
Firefly creates web applications which can be viewed through any browser including Microsoft Internet Explorer, Mozilla Firefox, Apple Safari, Google Chrome in many different versions. Unlike other technologies Firefly does not require any plug-ins or Active X controls so your customers will be able to use your site without the need to download any additional software.

Embed the Logic
Firefly embeds all the rules and logic associated with a diagnostic process so that a user is given a precise answer rather than just provided general information such as documentation or FAQ's. Firefly's powerful underlying rules engine can handle even the most complex logic across all data types sourced from multiple systems.

Joining up Systems
Firefly can capture data entered onto your portal by your customers and pass it back to your internal systems. Specifying this orchestration of back end systems is performed by the support team and not IT. Firefly is technology agnostic and can integrate with multiple platforms simultaneously.

Optimized Client Experience
Firefly can guarantee a consistent multi-channel experience for your clients. Your clients can interact with you using their preferred channel at their preferred time. Client satisfaction is enhanced whilst your costs are reduced.