Customer support is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product.Automation of service organizations aims to achieve, for example, a lower mean time to repair (MTTR).
Customer support automation involves the building of a knowledge base of known issues and their resolution to support incidents with delivery mechanisms, often by expert systems. A service automation platform includes a suite of support solutions including proactive support, assisted support and self-support.
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