Technical Support
Automated-call distribution system can route callers to the next available support technician, minimizing customer waiting time. Customers can verify their registration or account status by entering serial or registration numbers before the call is routed to support staff. Using answers to voice prompts, systems can also categorize each caller's problem and direct them to the appropriate support staff. As another way to direct calls accurately and quickly, different ON IS numbers can be printed in user manuals for different products or types of support problems, saving callers the trouble of answering voice prompts. Fax-on demand systems can route callers to order the appropriate product information, technical updates, diagrams, or answers to frequently asked questions. This alleviates the staff support load and provides some troubleshooting help on weekends and off hours. Unified messaging systems allow support staff to see, prioritize, and answer all stored support requests via voice mail, fax, and e-mail from one screen.