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About AnswerIQ

AnswerIQ is an AI solution for customer support organizations that can increase first contact resolution (FCR) and reduce ticket volume by 20%. Using sophisticated algorithms to read and understand all the interactions from past tickets between the customer support agent and the customer, AnswerIQ enables a business to intelligently deflect, triage, and automatically respond to simple known issues as well as assist agents with recommended responses to complex questions. The solution easily integrates within existing customer experience systems like Zendesk and Salesforce and can be up and running in as little as a week.

About Synthetix

A complete platform for self-service digital engagement

Synthetix Self-Service Cloud provides answers to your customers' questions 24/7, using our AI-powered, super-accurate knowledge-base to dramatically reduce inbound emails and calls, optimising agent productivity and providing a cost-effective way to automate customer service, sales and support. Products include FAQ Search, Virtual Agent and Visual IVR software.

Agent-assisted customer service channels for your contact centre

Empower your agents to deliver excellent customer experiences with Synthetix Contact Cloud, a complete agent desktop for multi-channel, agent-assisted customer service and support. Augmented by powerful built-in AI which proactively suggests customer responses, you'll see reduced training times, increased customer satisfaction and measurable agent efficiency gains.Products include Live Chat, Agent Knowlege-base and Callback software.

About HelpWire

HelpWire is a unique remote assistance tool based an advanced port virtualization technology. The solution is designed to help reduce the cost of technical support and time invested in handling customer issues.

HelpWire makes it simple for engineers to control and support their customers’ equipment remotely. With the software, technical specialists are able to get full access to a malfunctioning device by connecting to it over network (Ethernet, Wi-Fi, the Internet). The device located far away will appear in the expert’s computer as though it were physically attached to the specialist’s machine

Major benefits you get with HelpWire:

  • Fully customized solution

The software is offered with a custom GUI and a set of advanced features uniquely designed to meet client’ needs. Any specific feature can be added to the solution on your request.

  • The simplicity of use

Easy to use, this efficient remote support solution requires no additional hardware or software. A simple HepWire installation on technician’s and clients’ computers will be sufficient for getting remote access to a malfunctioning device over network.

  • Quick response

The remote assistance solution eliminates the need for onsite services which allows experts to significantly increase the speed of response to customer need. Issues can be resolved faster as a specialist is able to immediately address the situation.

  • Cross-platform compatibility

HelpWire supports multiple operating systems, including Windows, Mac, Linux, and Android. Thanks to this cross-platform connectivity, users can create client/server connections in different combinations.

  • Instant interaction via live chat

Provide your customers with immediate attention and quick responses via efficient communication channel - HelpWire Chat.

Use cases for HelpWire range from diagnosing remote equipment (phones, computers, printers, CNC machines, vehicle ECU, etc.) to providing prompt online support and repair service.

Features

  • API
  • Calendar Management
  • Chat
  • Contact Management
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • Google Apps Integration
  • Inventory Tracking
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Scheduling
  • Supplier Management
  • Click-to-Dial
  • SAP Integration
  • Net Promoter Score

Features

  • API
  • Calendar Management
  • Chat
  • Contact Management
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • Google Apps Integration
  • Inventory Tracking
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Scheduling
  • Supplier Management
  • Click-to-Dial
  • SAP Integration
  • Net Promoter Score

Features

  • API
  • Calendar Management
  • Chat
  • Contact Management
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • Google Apps Integration
  • Inventory Tracking
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Scheduling
  • Supplier Management
  • Click-to-Dial
  • SAP Integration
  • Net Promoter Score

Summary

  • Eliminate the monotonous tasks from the lives of hard-working customer support agents

  • Reduce average handle time for each ticket that comes in

  • Speed time to first response, in many cases from days to minutes

  • Take up to 30% of tickets out of the support queue and reduce backlog

  • Identify which content in your knowledge base and forums can augment your support process

Summary

  • Centralised Knowledge - Synthetix puts knowledge at the heart of every customer experience, driving content to all customer touchpoints

  • Live Web Chat - Connect customers with agents in real time through integrated live chat

  • Agent Knowledge-base - Maximise agent productivity with a centralised and shared knowledge solution

  • Virtual Agents - Engage your website visitors with personalised, guided, automated conversational assistance

  • Intelligent FAQ Search - Seamless customer experience across desktop, mobile and social channels

  • Callback - A very low cost, but effective channel to enhance your customer service offering.Call-back enables optimal engagement between a customer and an agent with the right skills, at a time convenient to them, without any additional call charges.

  • APIs - Comprehensive APIs for building online customer service integrations

Summary

  • Diagnose, control, and repair your customers equipment remotely.

FAQs

    What is this service generally used for?
  • AnswerIQ automates up to 30% of incoming support tickets. From front-end deflection technology to back-end agent assist tools, the platform augments the agent experience and frees support agents from the repetitive nature of most support tasks so that they may focus on the more nuanced exchanges with customers.

  • Does this service offer multi-user capability (e.g. teams)?
  • AnswerIQ support multi-users with a decentralized platform that also offers centralized control.

  • What platforms does this service support?
  • CXM systems like Zendesk and Salesforce.

  • Who are the main user groups of this service?
  • AnswerIQ caters to customer support teams with 50 agents or at least 50,000 incoming support tickets each month.

  • What are some applications this service is commonly used in tandem with?
  • CXM systems like Zendesk and Salesforce.

  • Does this service offer an API?
  • AnswerIQ can be plugged right into existing environments, requiring no engineering work whatsoever.

  • Does this service offer guides, tutorials and or customer support?
  • AnswerIQ has integration tutorials and customer support as well as a rigorous and hands-on onboarding period for new customers.

  • Does this service integrate with any other apps?
  • N/A.

FAQs

    No FAQs associated with this application.

FAQs

    What platforms does this service support?
  • HelpWire supports multiple operating systems, including Windows, Mac, Linux, and Android. Thanks to this cross-platform connectivity, users can create client/server connections in different combinations.

  • What is this service generally used for?
  • Use cases for HelpWire range from diagnosing remote equipment (phones, computers, printers, CNC machines, vehicle ECU, etc.) to providing prompt online support and repair service.

  • Who are the main user groups of this service?
  • HelpWire is a remote support and maintenance solution developed by Eltima and is designed to enable specialists or tech support agents to remotely connect to a damaged or malfunctioning device owned by the company or by their end users, perform remote diagnostics, and do the necessary repairs or adjustments to get the device functioning properly again.

Vendor Information

Founded:
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Based in:
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Employees:
-
Likes:
Followers:

Vendor Information

Founded:
-
Based in:
Takeley
Employees:
11-50
Likes:
Followers:

Vendor Information

Founded:
-
Based in:
Frankfurt
Employees:
51-200
Likes:
Followers:

Other

Who uses AnswerIQ
  • Agencies
  • Enterprises
Desktop Platforms:
  • Web App
Languages:
English
Regional Restrictions:
No restrictions.

Other

Who uses Synthetix
  • SMEs
  • Enterprises
Desktop Platforms:
  • Web App
  • Windows
  • Macintosh
Mobile Platforms:
  • iOS
  • Android
  • WinPhone
  • Blackberry
Languages:
English
Regional Restrictions:
No restrictions.

Other

Who uses HelpWire
  • SMEs
  • Agencies
  • Enterprises
Desktop Platforms:
  • Windows
  • Macintosh
Mobile Platforms:
  • Android
Languages:
English
Regional Restrictions:
No restrictions.
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