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  5. Technical support work automation
Rating: 4.9. Number of organizations: 675
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Countries: All
Operating system: Windows, Android, macOS
Group of programs: USU Software
Purpose: Business automation

Technical support work automation

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Technical support work automation - Program screenshot

In recent years, the automation of technical support work has become a subject of increased interest for many IT companies, where it is important to build clear work mechanisms, improve the quality of interaction with users and customers, and improve efficiency and productivity. This cannot always be achieved through the human factor. Hence, we have to deal with automation, develop special software, look for an optimal solution on the market that uses an integrated approach, and simultaneously closes several areas at once.

With the modern IT environment, the USU Software system (usu.kz) is familiar not only in theory but also directly in practice, when it was necessary to develop original automation projects in a short time, exercising control over the work of the service department or technical support. It"s no secret automation focuses on operational accounting. Automation makes the structure more orderly. Technical support can be divided into a given number of stages, user contact, registration, problem classification, search for a free specialist who is competent enough to fix the problem. The automation program takes care of the customer information and the performed work procedures. The advantage of automation is technical support work can be dealt with in real-time, monitor processes, report to management, and communicate with customers. On the last option, a separate emphasis is placed on CRM, including a bulk SMS module. Work is often stalled due to imperfect human factors. The specialist forgot to prepare the work documents, did not follow up on the execution of the order, could not buy missing parts and spare parts on time did not set a specific personnel task. In this context, the program is flawless.

The work automation project permits users to freely exchange information, text and graphic files, management reports, and analytics summaries, control every aspect of technical support, promptly contact customers and clarify some details of the work.

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Technical support work automation

Do not forget about the adaptability of the automation system. The functionality of the program is easy to adjust (customize) for the specific realities of operation, current and long-term tasks, certain subtleties and nuances of work, where every little thing can be of decisive importance. It is not for nothing that the project has earned rave reviews from leading IT companies. It has a rich functional range, pleasant design, is comfortable and easy to use, and allows competently managing operational accounting.

The automation technical project specialization affects technical support processes, communication with users and staff, documentation turnover, planning, resource allocation. The work with the received applications is structured clearly and clearly, the client"s appeal, registration, the formation of a package of accompanying documentation, the execution of the order itself, reporting. With the help of the planner, it is much easier to keep track of current and planned applications, adjust the level of employment. If the fulfillment of a certain order may require additional materials, parts, and spare parts, then their availability is checked automatically. The technical support platform appeals to all users without exception. It is not geared towards a high level of computer literacy. Execution of order during automation can be divided into several stages to closely follow (online) each stage. It is not difficult for users to timely report to the customer on the progress of work, share important information or simply advertise the company"s services through mass SMS. It is also not forbidden to freely exchange files, graphics, and text, send reports to each other. It is easy to correlate current and planned production indicators on screens to better influence work processes. With automation, it is easier to control the long-term goals of the organization, keep track of plans, financial performance, build reliable and productive relationships with the customer base.

By default, the technical support service acquires an alert module that allows you to keep your hands on the pulse, track the slightest problems and quickly fix them. The possibility of integration with advanced services and systems is not excluded to use the entire range of tools. The configuration is ideal not only for technical support centers but also service organizations, IT companies, government agencies that specialize in contacts with the public. Not all options found a place in the basic configuration. In this case, the spectrum can be expanded through some innovations and paid add-ons. The list is posted on the website. We recommend using the demo version to familiarize yourself with the capabilities of the program, learn about its strengths and advantages. Tangibles - the client"s opportunity to see modern technology, personnel, availability, and attractiveness of information materials about the services of the company. Reliability is the ability of a firm to keep its promises regarding delivery, quality, time, accuracy, problem-solving, prices. Responsiveness - the willingness of the company to help its clients and provide fast and high-quality service. (assurance) - knowledge and competence of personnel, courtesy, and courtesy, as well as the ability of the company and its employees to inspire confidence and confidence. Thus, technical support maintenance is the activity of the service provider, which takes place in direct contact with the consumer, provision of services, creation of conditions that make it easier for people to work, travel, rest, and other vital functions.