| Contact: | |
| Dan Winston/Rick Quinones | Don Levin/Willy Gissen |
| TroubleTree Software | Levin Public Relations |
| dwinston@troubletree.com | levin@levinpr.com |
| rquinones@troubletree.com | gissen@levinpr.com |
TroubleTree Software Introduces Missing Link Between FAQs and High-End Troubleshooting Systems
Greenwich, CT, Dec. 01, '00—TroubleTree Software, a new type of customer service solutions firm, today 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 backend which assures efficient maintenance.
Dan Winston, President of TroubleTree, said, "The key idea behind our product is the 80-20 concept. By focusing on the most common 80 percent of questions, we save the call center agent time for the remaining 20 percent that require live assistance.
"This concept is widely applicable to a variety of industries such as consumer electronics, appliance manufacturers and others."
TroubleTree is customized to client products upon installation and integrates seamlessly into their website. Product demonstrations can be requested at www.troubletree.com and are also available through special appointment by calling toll-free 866-836-TREE or by sending email to demo@troubletree.com.
TroubleTree Software is a subsidiary of CCT Group, a service solution provider for contact 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.
For more information, call Dan Winston at 866-836-TREE or send email to dwinston@troubletree.com, visit www.troubletree.com or write TroubleTree Software, 1 East Putnam Ave. (U.S. Highway 1)/LL, Greenwich, CT 06830.
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Patents pending. "TroubleTree" is a Service Mark of CCT Group, Inc.