Customer & Tech Support Solutions
Knowledge Management: Capture, Optimize, Collaborate
LogicNets helps you capture even your most complex knowledge assets and deliver them intuitively and interactively to users at the moment they need it via a web browser. It enables both expert and non-expert players to collaborate in capturing, delivering, maintaining, and improving this vital content. Knowledge Management is entering a new chapter as organizations have found that simply aggregating articles in large, searchable repositories is not sufficient or cost effective. For the most critical procedures and to ensure best practices, you need to address a range of new and serious challenges:
- You need to be sure that users can actually find the right content and that you can dynamically control and audit how knowledge is applied.
- Knowledge content itself isn’t static and is constantly evolving. Even if the information was pertinent when it was entered, it’s so often the case that an article becomes irrelevant or even inaccurate soon after its initial approval. The need for intensive maintenance with traditional knowledge-bases has even brought the economic viability of KM systems into question.
LogicNets helps organizations move beyond traditional knowledge repositories, interactively helping non-experts find and apply the right knowledge through relevant and properly sequenced multi-step processes. What’s more, LogicNets can learn and constantly react to the changing relevance of different articles. The system captures and automates the complete logical flow of protocols and troubleshooting procedures. It interacts with all levels of users to audit and validate outcomes and relevance. Because of these capabilities, it makes the KMS more effective and it eases the burden of manual maintenance so that deploying a next generation KMS can actually result in a significant return on investment.
Guided Troubleshooting and Diagnostics
If you want your reps, customers, and partners to properly and efficiently diagnose and troubleshoot technical products and processes, do NOT base your automation tools on a keyword search-based approach for accessing knowledge. When it works, search is great. But, nothing creates frustration more for inexperienced non-expert players than to guess at the optimal information for resolving a support or diagnostic issue. Guided troubleshooting is an approach that directs a user to make the exact series of observations that the domain expert would make based on years of experience. LogicNets allows organizations to capture the sequence of questions that the domain experts ask when troubleshooting a complex issue and make that decision-making logic available to non-expert users. The result is that non-experts are able to perform like experts, ramping up much faster and acting decisively and with the same confidence as if an expert were at their side. Guided troubleshooting can be deterministic where the LogicNets application directs the user through a specific series of steps. It can also perform predictively, using heuristics and expert input to display a range of the most probable outcomes and optimal pathways to successful resolution.
LogicNets makes even your most complex procedures easily and intuitively available to your end-user customers so they can help themselves directly from your website. LogicNets is the ideal platform for customers to productively address troubleshooting, protocols, configuring product options, and much more without requiring live interaction from your staff.
It’s one thing to make your vast library of knowledge articles available to customers to search and browse for answers… and, yes – LogicNets does provide advanced search with its online knowledge repository.
However, LogicNets Self-Service generates much higher customer satisfaction with a system that interacts with customers and guides them to resolution without all the guesswork and frustration. Even as a user searches and browses, the LogicNets system knows to ask the customer the same questions your in-house experts would ask, identifying the most relevant resources and leading the customer through the optimal sequence of troubleshooting steps to resolution.
LogicNets also ensures that customers can themselves collaborate on the maintenance and constant improvement of the knowledge base. It allows them to provide feedback, rate outcomes, and it uses heuristic learning to constantly revise navigation to resources and processes based on past customer experiences. LogicNets tracks every single step of user interaction with the system, giving you the ability to report on and analyze all aspects of the user experience, even though there might have been no contact with an agent or rep.
While LogicNets frees your reps from working with customers on procedures where the system is the optimal guide, it also ensures a healthy personal connection by intelligently and seamlessly routing customers to the call center or field service rep when an issue requires their involvement. LogicNets Self-Service apps are easily integrated with the CRM or contact management system to ensure that the end-to-end user experience is captured and managed by the organization even better than if a rep had recorded the interaction manually.
Predictive Diagnostics with Heuristic Learning
It’s one thing to document and maintain precise procedures for well-understood and fixed processes for which there is one “right way” or best practice. But, what do you do when the amount of knowledge you are managing is too complex and dynamic to be maintained deterministically? For many knowledge-bases, the sheer volume and constant changing of circumstances can make the upkeep of an accurate knowledge system virtually impossible. This is where machine learning becomes a necessity. Sometimes, in a diagnostic scenario, it is best to present players with a range of options and let them use their own judgment to navigate to the best solution. In these scenarios, LogicNets applications can themselves provide critical guidance by predicting the optimal pathways and most likely outcomes using heuristic learning. Since LogicNets records the exact pathway users take through diagnostic procedures, it is able to reference past history from previous runs and statistically predict which pathways and outcomes have the maximum potential for success. Users, and their natural usage, train the system. This ability to use heuristic learning to drive predictive behavior greatly reduces the cost and effort required to properly maintain a diagnostic or troubleshooting knowledgebase.
Mobile Field Service
Having a collaborative system for accessing expert knowledge is great for a Support Center staff. But, how do you provide an information-rich solution to players in the field who don’t necessarily have connectivity or sufficient bandwidth to support the level of efficiency needed? LogicNets enables expert decision making in the field with its Offline Extension – a feature that allows field personnel to create an instance of the entire LogicNets application with all relevant knowledge on the devices they use prior to going into the field. These users can then service products and diagnose situations on the devices that are easiest to work with on-site while completely disconnected from the central LogicNets services. Later, when staff reconnect to the network, the system automatically re-synchronizes, uploading results from the remote activity and synchronizing with the integrated backend systems including CRM, ERP, knowledge and content management systems, and much more.
The value of this feature is amplified by LogicNets’ ability to connect directly to devices and systems for machine-to-machine (M2M) interaction. Field reps are able to connect their centrally managed decision making infrastructure with the remote equipment and devices in the field that are the main focus of troubleshooting and diagnostic procedures.
M2M Remote Device Management
LogicNets decision-making automation can be applied directly to devices and external or remote data sources via machine-to-machine (M2M) interaction. Field reps can perform automated first-level diagnostics by simply connecting their browser-enabled device of choice (laptop, tablet, smartphone) and running a LogicNets application to the device to be serviced. LogicNets applications support all common direct connection modes including USB, Bluetooth, as well as network-based interaction. The system can be configured to access data in files, or to communicate via standard web services with on-board data applications. LogicNets’ user-configured decision-making can be applied to parsing and preparing data and then analyzing and automating the diagnostic processes for determining status, exceptions, failures, etc. At any point, M2M diagnostics can be integrated with human interaction steps where the user makes observations or performs an action to influence the process.
Automated Support Workflow
Often it takes a combination of input and interactions from different players to solve a customer issue. Diagnostics might begin with automated machine-to-machine (M2M) monitoring to identify conditions requiring some form of reaction or a resolution process and workflow. That process might require the customer or user to get involved. If it turns out that a certain state is identified, call center reps may need to reach out to the customer, or a field service rep might have to be dispatched. LogicNets applications can be used to drive the full range of workflow around sequencing and managing these related steps in the resolution process. LogicNets can do this either natively, or integrated with external systems such as the CRM to track tasks and process status within the pre-existing infrastructure. LogicNets provides sophisticated user management allowing it to assign decision-making steps and sub-processes to particular player roles or users. As decision-making processes reach particular steps, the system can transition between users, informing the current user that a transition is being made and communicating with the next user that they have been assigned to take over. As players enter the process, the system can intelligently communicate the current status and all previous decisions and results so that each new user understands how the system arrived at the current state. This data is also stored permanently, enabling highly useful analysis of complex workflow for determining inefficiencies and quantifying the organization’s performance and capabilities.
Efficiency Through Expert Systems
Customer satisfaction goes way up when customers get the right answer quickly from a knowledgeable rep or through online self-service tools, and Expert Systems can play a powerful role in optimizing Tech Support overall. Most Support groups don’t have automated expert platforms for workflow, guided troubleshooting for complex products, or expert knowledge delivery and evolution. For many, Search is the only tool for reps and customers to navigate complex technical issues. Expert Systems are a better way to guide reps and customers, and they improve rep efficiency and productivity.
LogicNets Tech Support Framework
Is a powerful modular application for fully automating delivery, management, and evolution of expert technical knowledge to address the needs of all the functional units within Tech Support/Service departments. Learn More…
LogicNets Base Design Platform
Allows organizations to easily deploy their own point-solution applications. These are the tools that you’d love to do in Excel® except that the logic, web-based delivery, and layout needed are beyond the scope of a spreadsheet. Learn More…