The answer that has already been given
A good service agent does not solve a problem for the first time, because it has usually happened before. It is just scattered across hundreds of tickets. PimLayer IQ+ searches your service system, links it to the product specifications and gives you the pattern: this complaint, this cause, this solution.
That way every new report is resolved faster, and your organisation builds a memory that does not disappear when someone retires.
The data too
Besides individual answers, IQ+ can also deliver the numbers. The ten most reported problems of a range, the average resolution time per product line, or which customers were affected by a particular defect. Always with the tickets as the source, so the numbers stay verifiable and you can export them straight away.
Knowledge that stays
The experience of your best service people often sits in their heads and in loose tickets. By unlocking it, it becomes available to your whole team. Even a new employee then resolves a recurring problem correctly straight away.
What IQ+ relies on for service
- Your service and support tickets with complaints, causes and solutions.
- Your product specifications and revision history from PimLayer.
- The knowledge of your service experts, captured and available.
- The numbers behind the tickets, for KPIs and reports.
Examples of what you can ask
- Recognising a recurring defect and offering the previously found solution.
- Exporting the main complaints of a product line, with cause and solution.
- Following the evolution of a product through its versions.
- Calculating service KPIs such as average resolution time or number of reports per range.