OREANDA-NEWS. July 13, 2015. Today, product support is going through significant transformation, from ‘do it for me’ (assisted help), to ‘do it yourself’ (self-help), to ‘care in-built’ (real transformation involving proactive problem solving),” writes Yoosuf Mohamed. “Today’s support scenario is a lot more complex. Hence support transformation must take a holistic and integrated problem-solving approach.” Excerpts:

“The Support Halo paradigm involves collaborative use of in-house systems, social analytics, and device analytics data. It is a 360-degree approach to providing a delightful support experience to end customers, achieved through tight collaboration between product engineering, product sustenance, and product support organizations.

The impact of this collaboration is experienced by end-customers in every support interaction.

SMAC or social, mobile, analytics and cloud, is a world where customer feedback is available on social media channels like Facebook, Twitter and LinkedIn. All this digital data—what Cognizant calls Code Halo—is robust, powerful and continually growing in richness and complexity.

It is also possible to extract “meaning” from data available in devices such as set-top boxes and mobile handsets using device analytics.

Support Halo is relevant in the end-customer support business process, and can involve consumer, product, technical or usage support. Apart from this, the Support Halo also factors in past interactions of customers to personalize the support experience.

New-age digital companies are adopting the paradigm rapidly and are communicating major issues proactively. They are providing social channels so that users can share their experiences and help each other out.

This effectively reduces the total support cost and customers feel better informed about upcoming changes.”