STL has announced new initiatives that will boost our customer support performance without losing our famous ‘personal touch’.
We’ve always put our customers first. So, while other IT companies shift service downwards into cheap chatbot-based query management, our new Customer Support Leader – David Meakin – asked how we could do things differently. That’s driven some exciting new innovations that combine the best of human support with digital efficiency.
Specialist training
We’ve undertaken a deep-dive skills assessment of all our Software Analysts, and designed bespoke training programmes for each, along with additional training courses by STL’s development specialists.
This will ensure everyone in the support team is across the full capabilities of all STL modules, so they can help our customers to gain the full benefits of their business systems.
Knowledge sharing
To avoid creating knowledge silos, our Software Analysts and Development Team members will all share their knowledge in ‘Function overview’ and ‘How to’ documents.
These will be filed in IT Glue, our dynamic new documentation system. This is being integrated with our Autotask helpdesk system to give our support team members easy access to the information they need to resolve issues more quickly and more thoroughly.
In future, this ‘Knowledge’ library will also be available on the Customer Portal, enabling our customers to quickly resolve simple IT matters themselves should they wish.
Intelligent diagnostics
We’re also installing Cooper, the AI software that’s designed to auto-triage service tickets. This will quickly assess a customer’s core issue and assign their service task to the best Software Analyst at STL – according to their areas of specialist knowledge, experience and availability.
Cooper AI will also clearly summarise the customer’s IT issue, and gather the relevant Knowledge documentation, for our support team, enabling them to hit the customer’s tech problem ‘running’.
Clear customer communications
What’s more, as the resolution progresses, the system will enable each support person to provide their assigned customer with information about their problem, a list of the actions being taken and, ultimately, what’s been achieved – all in clear, non-technical language.
Industry-best service
All this will ensure that STL not only sustains our industry-best responsiveness but also resolves any customer software problems in record time, too.