Troppus Software Corporation Launches Next-Generation Technical Support Product Suite
BOULDER, CO. (May 15, 2009) – Troppus Software Corporation today announced the launch of its next-generation technical support product suite, Digital LifeSupportTM, which provides a revolutionary approach for customer service and technical support technology. Developed by a team of industry veterans, with decades of combined experience in customer care operations and technology, the patent-pending Digital LifeSupportTM product suite enables product and service providers with capabilities to materially reduce customer support costs, improve consumer and agent satisfaction levels, reduce customer churn and allow for contextually targeted up-sell opportunities. Digital LifeSupportTM was designed to truly empower consumers and call center agents through advanced software tools integrated with the Troppus next-generation knowledge and content management capabilities.
Mass market adoption of broadband services and the proliferation of consumer network-connected devices have accelerated well beyond technical support capabilities. Consumers struggle to deal with this exponentially growing complexity, so they rely more heavily on their product and service providers for help. These service providers bear the brunt of the high volume of consumer support calls. “Most consumers do try and fix their own issues – but when they are unable to, either due to a lack of tools or proficiency, they have no choice but to call their product and service providers, regardless of the root cause of the issue. Digital LifeSupportTM was created for both consumers and call center agents. For consumers, it provides them the tools, knowledge and capabilities to solve most technical issues on their own. For those issues that they can’t resolve, these same tools, augmented with powerful capabilities for the call center agent, are used to more quickly and efficiently resolve the issue. In both cases, the empowerment of consumers and call center agents together materially drive costs out of the technical support ecosystem, while ensuring optimal customer experience,” said John Fisher, CTO and Chief Software Architect of Troppus.
Source: Troppus