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Pathway 2 - Coggle Diagram

- - - - Video Conferences: Offering more detailed support and demonstrations, especially for complex issues that require visual aids.
      - Team Meetings: Discussing issues, sharing knowledge, and coordinating efforts within the support team.
      - Phone Support: Providing immediate assistance and troubleshooting over the phone, allowing for quick clarification and resolution.
      - Face-to-Face Interaction: Assisting customers directly at service centers or during on-site visits for hardware or complex software issues.
  - - - Casual Conversations: Building rapport and discussing minor issues or solutions in a less formal setting.
      - Brainstorming Sessions: Informal gatherings to generate ideas and find creative solutions to problems.
      - Instant Messaging: Quick interactions between team members to share updates, ask questions, or provide support.
      - Internal Memos: Short, informal notes or messages circulated within the support team for quick updates or reminders.
  - - - Emails: Used to respond to customer queries, provide solutions, and follow up on issues.
      - Reports: Documenting issues, solutions, and progress for internal use and future reference.
      - Chat Support: Offering real-time assistance through live chat, providing immediate solutions to customers.
      - Documentation: Creating user manuals, FAQs, and help guides to assist customers in resolving issues on their own.
  - - - In-person Interactions: Demonstrating active listening and engagement through body language during face-to-face support.
      - Video Calls: Using facial expressions and gestures to convey empathy, understanding, and assurance during support sessions.
      - Visual Aids: Using diagrams, charts, and other visual tools to explain complex issues or solutions more effectively.
      - Customer Feedback: Observing customer reactions and non-verbal cues to gauge satisfaction and adjust support strategies accordingly.
  - - - Reports: Detailed documentation of support activities, issue resolution, and performance metrics.
      - Meetings: Scheduled discussions to address significant issues, review progress, and plan strategies.
      - Service Level Agreements (SLAs): Defining and outlining expectations and responsibilities between service providers and clients.
      - Official Emails: Communicating with clients, stakeholders, or management in a professional manner.
- - - - Can include screen sharing, phone and video calls and IM
      - A method is support provided from a distance through the internet
      - Helpful for end users when working remotely
      - With remote access, digital support technicians can take control of a user's digital device, including sharing control of the device, opening files, accessing information
    - - Digital support technicians can see same screen as the problem the end user is experiencing
      - Can be more informative than having to rely on written or verbal details
      - Easier for an end user to show how to carry out the resolution of a problem then to explain it in a written format
      - End users with low level of technical knowledge, experience or confidence can see how to solve problem which is reassuring