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Proactive Customer Support
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The agent can begin researching the problem even before talking with the user. Check for duplicates, read the source code, etc. before responding to the user. If the first-level agent needs to escalate the trouble ticket, re-queuing takes place off-call. First customer contact comes from the second-level agent. When your customer knows you’ll put the right person on the call from the very beginning, you’ve got a satisfied customer.
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Move calls past data entry
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Trim the first minutes from every trouble report call. The information to characterize the trouble is collected and sent to the support center automatically. Convert data entry time to service and sales time.
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Better coverage
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Automatic reporting delivers trouble information even when the operator isn’t motivated to report a problem to you. Take control and decide for yourself how and when to address the situation.
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More accuracy
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Capture the trouble reports directly from the computer; no doubts about the exact wording of messages. Don’t ask a distracted, stressed user to read (or remember) messages and program state. Get all of it right the first time.
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Easy to integrate
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Invoke the service with a single Java call. Add it to Exception processing to supplement writes to the logger (or add it directly to the logger, if you prefer). Configure clients by setting a few run-time property variables.
Download an example
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Testimonial
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"We found Erato to be painless to install and use, and immediately helpful in tracking sporadic fault conditions in our deployments. The embedded OS and JVM version information is particularly helpful!"
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Stuart Baurmann, CTO Scrutable Systems Inc., Austin, TX
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Download...
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The Java™ 1.3 version is available now!
Register and download client
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Erato Benefits