Assisted Service
Sometimes the problem with online service is that it fails to fulfil the needs of the customer for guidance or further information. This is where assisted service comes into play.
Using text based interaction, customer service employees can help expedite customer queries by offering template based information, personal problem solving expertise or browser controlled redirection to relevant information held elsewhere on the web site that the customer is unaware of.
In situations that demand closer guidance, a customer can be helped to fill in online forms or be provided with detailed instructions delivered as pdfs, video clips or audio based formats such as podcasts.
The tight integration that interaction hub technology provides means customer service staff can easily manage multi media queues within an integrated desktop without the need to clutter their screens with separate clients for email, instant messaging, SMS, fax etc.
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Datapoint provides the following technologies and services for Assisted Service.