Technical Product Support
Deliver Exceptional Support with AI-Powered Intelligence
Transform your support organization from a cost center to a competitive advantage. Kaman empowers support teams with intelligent ticket routing, automated resolution suggestions, and comprehensive knowledge management that improves with every interaction.
Support Challenges
Modern support teams face escalating demands:
The Kaman Support Solution
Intelligent Ticket Routing
Get tickets to the right agent immediately:
Routing Intelligence:
| Factor | How It's Used |
|---|---|
| Issue Type | Matches to specialists (billing, technical, etc.) |
| Complexity | Routes simple issues to tier 1, complex to experts |
| Customer Priority | Considers account tier and history |
| Agent Expertise | Matches problem patterns to proven solvers |
| Workload | Balances distribution across team |
AI-Powered Resolution Assistance
Help agents solve issues faster:
Resolution Support:
- Similar case suggestions with outcomes
- Step-by-step troubleshooting guides
- Relevant documentation links
- Expert recommendations based on patterns
- Template responses for common issues
Knowledge Management
Build an ever-improving knowledge base:
Knowledge Features:
- Automatic knowledge extraction from cases
- Solution effectiveness tracking
- Gap identification
- Semantic search across all content
- Self-service knowledge portal
Customer Context Intelligence
Understand the full picture for every interaction:
Context Provided:
- Complete interaction history
- Product configuration
- Previous issues and resolutions
- Account health indicators
- Communication preferences
- Sentiment analysis
Benefits:
- No repeated questions for customers
- Personalized support approach
- Proactive issue awareness
- Continuity across channels
Support Workflow Automation
Automated Triage
Handle routine tickets automatically:
Auto-Resolution Candidates:
- Password resets
- Common configuration questions
- Status inquiries
- Feature information requests
- Known issue acknowledgments
Escalation Management
Smart escalation that preserves context:
Escalation Intelligence:
- Automatic escalation triggers
- Full context passed to next tier
- Escalation pattern analysis
- De-escalation suggestions
SLA Monitoring
Never miss a commitment:
| Monitoring | Action |
|---|---|
| Response Time | Alert before SLA breach |
| Resolution Time | Escalate aging tickets |
| Customer Wait | Prioritize pending responses |
| Escalation Age | Track escalated ticket progress |
Self-Service Enablement
Intelligent Help Portal
Empower customers to help themselves:
Self-Service Features:
- Natural language search
- Guided troubleshooting
- Interactive tutorials
- Community forums
- Chatbot assistance
Proactive Support
Prevent issues before they happen:
- Usage Monitoring - Detect patterns that precede issues
- Proactive Alerts - Notify customers of potential problems
- Preventive Guidance - Share best practices automatically
- Update Notifications - Inform about relevant changes
Analytics & Improvement
Support Metrics Dashboard
Track what matters:
| Category | Metrics |
|---|---|
| Volume | Tickets by type, channel, priority |
| Performance | Response time, resolution time, first contact resolution |
| Quality | Customer satisfaction, escalation rate, reopen rate |
| Efficiency | Cost per ticket, agent utilization, self-service rate |
Continuous Improvement
Learn and improve from every interaction:
Improvement Areas:
- Knowledge base gaps
- Training needs identification
- Process bottlenecks
- Product feedback for engineering
- Staffing optimization
Benefits
For Support Agents
| Benefit | Impact |
|---|---|
| Faster Resolutions | AI-powered suggestions reduce research time |
| Less Repetition | Templates and automation for common tasks |
| Better Information | Full context at fingertips |
| Career Development | Focus on complex, rewarding issues |
For Customers
| Benefit | Impact |
|---|---|
| Faster Answers | Quicker resolution across channels |
| Consistent Quality | Same great experience every time |
| Self-Service Options | Get help when and how they prefer |
| Personalized Support | Agents understand their context |
For the Organization
| Benefit | Impact |
|---|---|
| Cost Reduction | 20-40% lower cost per ticket |
| Scalability | Handle growth without proportional hiring |
| Customer Retention | Better support drives loyalty |
| Product Insights | Feedback loop to product teams |
Implementation Journey
Phase 1: Foundation
Connect Systems
- Ticketing system integration
- CRM connection
- Product data access
- Communication channels
Establish Baseline
- Current metrics capture
- Process documentation
- Knowledge audit
Phase 2: Intelligence
Enable AI Features
- Intelligent routing
- Resolution suggestions
- Knowledge extraction
Configure Automation
- Auto-triage rules
- Escalation workflows
- SLA monitoring
Phase 3: Optimization
Self-Service Launch
- Help portal deployment
- Chatbot activation
- Guided troubleshooting
Continuous Improvement
- Performance monitoring
- Knowledge refinement
- Process optimization
Success Metrics
| Metric | Target Improvement |
|---|---|
| First Contact Resolution | +15-25% |
| Average Handle Time | -20-30% |
| Customer Satisfaction | +10-20 points |
| Self-Service Resolution | +30-50% |
| Agent Productivity | +25-35% |
| Escalation Rate | -20-40% |
Technical Support - Turn support into a competitive advantage