Customer Problem Support::Customer Assistance

The Customer Assistance Aggregate Function permits to bring a help to qualify a dysfunction indicated by a user or customer and to suggest basic solution to restore a properly functioning. <br/>This can be built from list of questions (script), previous experiences, knowledge bases and best-practice descriptions, chat with a CSR, … according to the dysfunction typology. <br/>It may comprise:<br/>• identification of the customer - or user - and verifying authorization to access assistance via Person Identification and Authentication function<br/>• information on how to use a product, best practices<br/>• check actions like reboot (to see if the dysfunction continues), check of the subscription, configuration check, …<br/>• identification of the product(s) type(s) concerned by a dysfunction<br/>• information concerning collective trouble which may impact the customer or user<br/>   When further to a collective trouble, a message of information is identified by the Service Impact Assessment function, the Customer Assistance function is in charge of implementing this communication (on various support like chat, web, Interactive Voice Server).<br/><br/>If during this phase, the dysfunction is confirmed, the Assurance Process will continue with the Product Trouble Ticket Management and/or Product Test function.<br/>