[January 9, 2001]

TroubleTree Software Lets Inbound Contact Center Agents Quickly Answer Common Queries

TroubleTree Software, a new type of customer service solutions firm, has announced the launch of its flagship product, TroubleTree, an interactive solution for inbound contact centers designed to quickly and efficiently answer common customer queries.

By targeting the 80 percent of questions asked again and again, TroubleTree avoids the clutter of obscure responses in high-end troubleshooting systems that try to give a 100 percent solution. These high-end solutions may require users to search through dozens of responses before locating their specific problem.

On the low-end, TroubleTree is far superior to FAQs (Frequently Asked Questions) as it allows the customer to describe the problem step by step in an interactive manner. With TroubleTree, the customer selects the relevant topic, locates a description of the difficulty and then responds to a series of diagnostic questions.

The "decision tree" created by these responses is clearly visible to the customer and may be scrolled backward to enter a different response at any time. In addition, during the session, advice is supplemented with charts and images as well as additional information about the client's product.

TroubleTree is also easy to use for the client who can change the script of questions through a simple maintenance interface. Its easy-to-maintain, patent- pending technology utilizes a relational database that assures efficient use.

Dan Winston, President of TroubleTree, said, "The key idea behind our product is the 80-20 concept. By focusing on solving the 20 percent of problems repeated in 80 percent of the calls, we save the call center agent time for those customers who require live assistance. This concept is widely applicable to a variety of industries such as consumer electronics, appliance manufacturing and others."

TroubleTree is customized to client products upon installation and integrates seamlessly into their Web site.

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