Enhance X3 to allow any user to click a button and video record their steps to reproduce a technical issue for the purposes of creating an X3 support ticket. Next, automatically create a support case from that recording and upload it to Sage's CRM system used for support tickets. This would cut down on a number of unnecessary steps, and increase customer satisfaction. For example:
1. Integrating the tool to Sage's CRM system saves the customer from having to login to the portal to create a support case allowing the customer to get back to their own work.
2. Recording the steps to duplicate would save the customer the time of writing down and documenting all steps to duplicate, coupled with the prerequisite screenshots and corresponding narratives. Communicating complex (or even simple) issues would be a matter of clicking a button to export the video to the support team.
3. The support team would require less communication to clarify subtle but important details.
4. Customer Support could identify workarounds more easily.
5. It fast forwards the communication and troubleshooting process to the heart of the issue on the first engagement.
by: Bob D. | over a year ago | Technical
Comments
This will prevent a lot of miscommunication. It allows customer support agent to have first hand experience on the issues. It is effective in avoiding information lost or misinterpretation through exchanging notes or screen shots.