Improving service quality, uptime and customer satisfaction are dependent on having the right knowledge to resolve your customer’s issue at the point of service. Without automated access to a strong service knowledge base, your contact center agents or field technicians have to scan piles of service manuals or bulletins to find the information they need to solve a customer’s problem. And worst case, the knowledge isn’t available at all, and your technician is forced to guess at how to fix the issue. Both scenarios lead to slow resolution of your customer’s service issue and inability to deliver the best service experience possible. With the right service knowledge to accurately diagnose and fix your customer’s problems faster, you can boost contact center and field engineer productivity while increasing customer value.
Increase First-Time Fix Rates With Early And Accurate Service Diagnoses
The PTC Service Knowledge Management solution is specifically designed to give your customers, dealers and service partners, contact center agents and field technicians timely and accurate knowledge at the point of service. With the PTC Service Knowledge Management solution, you can solve problems that are highly complex and subjective and often require longer learning curves more easily and in less time. It features an advanced diagnostic framework that helps you find the correct information to solve your customer’s service issue quickly while avoiding costly and unnecessary dispatches. The PTC Service Knowledge Management solution enables your company to achieve increased service margins and product performance while significantly improving the overall customer service experience.