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Wave as a Customer Support Platform

Dec 4, 2009 11:00:00 AM

Businesses are already taking advantage of Google Wave’s wide-open door of innovative opportunities. This blog highlights Wave’s ability to support client needs and solve real customer service issues.

Wave is capable of allowing customers to interact with automated support robots produced by their service providers to help guide customers to answers to their issues. Billed as the next generation of collaborative software, Wave is—in this instance—allowing customers with problems to collaborate with support teams instantly.

When a customer contacts their provider’s support tool via Wave, an instance may be automatically generated in the provider’s issue tracking system. Human-to-human interaction is not necessary at first, since an automated support robot may be designed to reply to the customer’s Wave with relevant support articles based on the customer’s input. If the customer is not led to information needed to solve the issue, they may (at any time) choose to engage in a dialogue with a company representative. These operations are executed behind the scenes by the robot, thanks to appropriate coding.

When an issue is solved, a company may easily extract Wave’s support dialogue and embed it into the issue’s archive in their issue tracking software. It’s almost to good to be true. For example, Issue 92A is listed in a company’s issue tracking server—complete with its submission time, status reports, etc. In addition to this key data, the entire dialogue with the customer can be embedded into the records.

Mashable recently featured a post highlighting Salesforce’s use of Wave to save clients money on customer service support while actively tracking issues.

The technology and coding methods necessary to execute something like this are being shared more publicly. After all, Google wanted Wave to run off user-generated content. They’ve already generated a Wave developer’s guide to walk you through what it takes to use Wave for…well, whatever you want to. There may even be a way for Wave to make you coffee.

The team at Praecipio Consulting is ready to tailor Wave to fit any process, project management, issue tracking, or collaborative model you need to make your business more efficient and innovative. Wave’s just emerging into enterprise collaboration. Now is the perfect time to gain an innovative edge over competitors with Wave technology.

Would you like more from us? Contact us here.

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