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Solutions & Services
Customer Support
Choose from a variety of support products to supplement your support staff and/or outsource your support services to Digital Insight through our Tier 1 Support.
Customer Support Products
Now you can offer the best service and support possible, 24 hours a day, 7 days a week with the combination of Secure Support, Secure Chat, FAQ KnowledgeBase and Co-Browse Support.
Secure Support: End users use Secure Support to create, send and receive queries and answers via email from within Internet Banking.
Secure Chat: End users use Secure Chat for real-time, online chat from within Internet Banking.
Co-Browse Support: Tech support agents troubleshoot by sharing a browser session with end users, gaining in-tandem access to what the end user sees.
FAQ KnowledgeBase: Developed for your support staff, FAQ KnowledgeBase provides pre-scripted answers to frequently asked questions.
What it does for you:
- Guarantee consistency: queries are funneled through the same service agent
- Facilitate consumer control with archived email history
- Lower call volume in your support center and corresponding expenses
- Track success rates: FAQ KnowledgeBase documents success, relevancy and failure of responses
- Bolster security with robust encryption throughout Secure Support, Secure Chat and Co-Browse Support
What it does for your end users:
- Retrieve answers immediately, meeting their on demand needs
- Choose the interaction that works for them - email, chat or shared browser support
- Get highest levels of both consistency and service levels
Tier 1 Support
An outsourced customer service call center for Internet Banking and Bill Payment queries, Tier 1 Support can provide coverage up to 24 hours a day, 365 days a year.
What it does for you:
- Reduces infrastructure costs by outsourcing, including training costs
- Tracks performance with automated call center reporting
What it does for your end users:
- Offers convenient, free support
- Assists them with banking inquiries like navigation, password re-set, Bill Bay registration and more
- Provides industry-leading voice and technology integration
Featured Solution:
