When customer service agents are asked about their biggest pain point, most will say it is their inability to easily locate the information they need to quickly and effectively answer customer questions. They become frustrated when they have to sift through a mountain of organizational charts, case histories, or cheat sheets in order to find the right person to handle the customer's specific request. Likewise, customers become impatient with support sites where they have to wade through deep menus to match their particular issue, or enter certain keywords to conduct an effective search. If the navigation is too complicated or their searches are not successful, they will close their browser and call the support center. And customer frustration mounts when they are connected to a “likely” party, only to start a series of call transfers until the “lucky party” is finally found.

iSupport combines several key features designed to maximize customer response times. The adaptive navigation system continually changes to reflect new usage by customers, agents, and other company personnel. Menus become purposeful, searches become specific instead of general, and connecting to the answer takes less time. In addition, by building structured service content into each and every incoming case, users can instantly pinpoint past histories, quickly drill down from product to assembly to exact part, and connect to every knowledge point across their entire service universe. iSupport enhances application visibility, improves contact center response times and optimizes service efficiency, thus enabling organizations to accelerate the delivery and performance of all services