Solution Support - Delivery Models

Imran Razack

Hi Team,

Support services is evolving and transforming , gone are the days of product support.

its more a solution support our customer want.

Does anyone have any working model / prototype suggestions which could be done with less people ?

Thanks

Imran Razack

Carlos Alves

Hi @Imran Razack , I've seen chatbots and gen AI to answer customers' questions. For new business, I saw examples ranging from closing real estate businesses to product recommendations based on customer preferences.

https://www.tsia.com/blog/navigating-the-ai-landscape

@David Baca , @Sara Johnson , any observations?

Slava Kovelman

In my experience the best way to provide solution support is through knowledgable people combined with thorough documentation of use cases and an extensive set of implemented examples. AI could become very helpful in the future or if you already have enough documented content that you can use to train the AI.

For now, I have seen real examples like in the Shopify demo store example. It's standalone and you can see how an app works immediately. The method is rather simple - package the solution and show how it is used. Here is a random shopify app https://apps.shopify.com/whatsapp-chat-for-support?surface_detail=trending&surface_inter_position=6&surface_intra_position=6&surface_type=home&surface_version=redesign and here it's demo example https://pushdaddy2.myshopify.com/.

In the past, my support teams were trained to answer both technical product questions, to verify bugs, and by extension to provide solutions. It became simple to provide solutions because in order to prove that there is a bug you have to ensure the setup is done correctly and then the bug is isolated. In the process of isolating the bug, in effect you are solutioning and so we decided to just tell customers how to set things up properly.