Increase Resolution Rates
Some connectivity related tickets are relatively simple and can be resolved with one or two (often very long) phone calls. The problem is, most users get frustrated and end the call before support is able to find a solution.
But what if, in the first few minutes of a call, your support agents had all the info they needed to quickly and accurately diagnose and solve connectivity related tickets? There’d be no more escalations to tier 2, call backs or unresolved connectivity tickets.