TroubleTree, the flagship product of TroubleTree Software, quickly and automatically answers customer questions on a website. It provides an interactive solution for inbound contact/ call centers. Users select their relevant topic, locate a description of the problem and then respond to a series of diagnostic questions.
The "decision tree" created by the responses is clearly visible and may be scrolled backward to enter a different response to any question at any time. Also, the client may change the script of questions through a simple, efficient user interface.
Appliance manufacturers and consumer electronics firms, among other industries, may help their customers use, install or repair products in a cost-effective manner.
Why It Is Different
TroubleTree represents an optimum solution to the gap between high-end, troubleshooting, knowledge-based systems—that attempt to solve 100 percent of customer inquiries through search engine technology—and low-end, FAQs (frequently-asked questions).
The key idea behind TroubleTree is the 80-20 concept. By focusing on solving the 20 percent of problems repeated in 80 percent of the calls, the product saves the call center agent time for those customers who require live assistance. This simplification also makes it more likely that the user will continue to employ the self-service option.
The Company
TroubleTree Software, a new type of customer service solutions firm, is a subsidiary of CCT Group, a service solution provider for contact/call centers, specializing in customer service, troubleshooting and web development. Clients include American Standard, Bell Atlantic, Citigroup, GE Capital, General Electric, IBM, KPMG, Merck, MetLife, Prudential, Standard & Poor's and Salomon Smith Barney.
Key Executives
Dan Winston, President and Chief Operating Officer
Kristy Martin, Development Manager
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Patents pending. "TroubleTree" is a Service Mark of CCT Group, Inc.