Member Avatar for sabrina07080236

Hello. I am a technical support of our software company, does anybody have good ideas of how to create a better-than-live troubleshooting? Always our customers meet the same problem and I need reply them many times. I want to find a software to create a better-than-live troubleshooting, so I can enhance the efficiency.

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Turning repeated support calls into a genuinely better-than-live troubleshooting experience means creating predictable, guided paths that fix common problems quickly and collect the right diagnostic data when they cannot. This builds on the practical moves in the thread — ’s recorded walkthroughs and the self-serve/process emphasis from and — and lays out a repeatable design plus operational checklist.

  • Mine the tickets first: extract the top N symptoms, capture the exact customer wording, and group synonyms so flows match real search phrases and questions.
  • Design deterministic flows: for each symptom map a short sequence of checks (low-risk first), include the expected evidence at each step (screenshots, log snippets), and provide a clear verification step.
  • Automate safe checks: implement read-only diagnostics that collect context (version, status, basic logs) with consent. Where safe, offer a one-click remediation guarded by confirmation and a rollback plan.
  • Build concise escalation payloads: when auto-help fails, attach a compact diagnostic bundle plus a short summary that 2nd/3rd-line engineers can act on immediately.
  • Instrument and iterate: measure deflection rate, time-to-resolution, first-contact resolution and CSAT for each flow and revise based on failure modes.

Content design and delivery matter. Each path should be short and written as check/act/verify units, with annotated images or short micro-videos beside plain text. Include “what this fixes / will not fix,” prerequisites, expected outputs, and alternate search phrases so customers find the right flow. Operational cautions: obtain consent before collecting logs, redact sensitive data, test automated fixes and rollbacks thoroughly, and ensure an obvious escalation route. Finally, feed frequency and failure data back to engineering and training so root causes get fixed rather than repeatedly papered over.

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Member Avatar for joshua.tilson

I am not exactly sure what you are looking for, but it sounds like you may be looking for a search-able knowledge base for your end user to be able to find common solutions to their problems.
i have used a software in the past called One Or Zero, it has two versions: free and payed for. The free one works as well as the payed one, the only difference is that the free one is one version number behind the payed.

it has a place for users to submit trouble tickets for you to deal with, and it also has the knowledge base function where you can put information on solving common problems.

hope this helps

Member Avatar for jwenting

A knowledge base is what you're looking for.
Makes answering questions that much easier and faster.
Expose parts of it through your website for customers to help themselves as well (but of course don't ever tell them to RTFM, at most hint that they can try the knowledge base for quick questions, that it may be faster than calling CS).
And if you get the same questions over and over again, realise that that means there's either something wrong with your product (it is apparently not very intuitive) or the documentation (not clear enough, missing something).

Good training of CS people is also vital. They should be expert users of the product they're supporting, knowing all the ins and outs so they can answer the most obscure questions rapidly.
And they should have short and well defined lines to the 2nd and 3rd lines, the people making and designing the product, for questions that surpass their knowledge (things relating to technical problems rather than user problems) and for passing along information that can lead to improvements in the product.

So most of your problem is NOT solved by a piece of software, it is solved by human beings acting professionally and by procedure.
Software can help in that. A good issue tracking system, a good knowledge base, a detailed list of phone numbers which mentions not just name and number but department and position and support level the person provides, maybe a secure instant messaging system running on the company WAN (or LAN if you're all in one location). Sometimes teleconferencing systems can also help (especially if you're spread across the globe).

We use Jira, SalesForce, Confluence, Skype, and a custom IM system. But mostly we use procedure and training.

Member Avatar for sabrina07080236

Thanks for your replies. I have found a tool called DemoCreator. I downloaded the free trial version, it's good for creating the software simulation by recording the screen, I prepare to make a training course for my customers and burn it to CD, so I can send them or share it online to help my customers. It helps me solve a big problem.

Thanks yours!

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