Troppus Review

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Troppus is a relatively new entrant to the IT market. The company was founded in 2009, but its executive team has more than two decades worth of experience in the industry. Troppus’ primary goal is to provide help desk support from a modern-age IT perspective, from “a whole new direction.” (The company name is a clever tip-off: read it backwards!)

Troppus delivers Digital LifeSupport, a help desk solution geared toward consumer home technology technical support. The company foresees that consumers will have to deal with increasing technological complexity in their everyday life and that an efficient customer service system will have to be in place to sort through this complexity. Digital Life Support is an automated system that cuts service time, lessens the stress on agents, and increases customer satisfaction.

Troppus Key Features

Troppus’ Digital LifeSupport solution is available as Software-as-a-Service. This help desk software is an application suite made up of three components:

  • Agent Application: The agent’s interface delivers an overarching view of the customer service system. Requests are created, tracked, and monitored; they can be exchanged and updated freely between agents. All available customer data from various sources is pulled up for the agent. The service can readily integrate with chat, email, and voice technologies, along with remote services.
  • Client Application: the customer’s end receives a thin client application that provides connectivity diagnostics, a collection of repair tools, a chat message connection to the Agent Application, and access to the Semantic Knowledge Management System. The Client Application works proactively to give customers automated answers or provides the resources to help them find the answers for themselves.
  • Semantic Knowledge Management System (SKMS): The SKMS gives customers a self-help database of information compiled from company experts, industry experts, and the SKMS AI engine. Employees are able to create and share solutions instantaneously across the agent network and customer base. Customer content (video, graphics, text) is personalized to each client’s hardware or service to provide the most relevant information.

Troppus Highlights

  • These web-based applications not only reduce costs, but also leverage the Internet to provide a well-connected, comprehensive directory of information to the people who need it.
  • Applications are integrated into a single solution, so agents don’t have to switch between multiple screens or interfaces.
  • Troppus’ Digital LifeSupport fosters a self-help environment using software tools integrated with next generation knowledge management capabilities to reduce the number of calls to technical support, lowering the costs of support services to your company.
  • Troppus’ knowledge management system and software tools also deliver one-click resolutions to consumers and translate complex, technical language into everyday language.
  • Troppus is willing to meet with any prospective clients to determine how Digital LifeSupport can fit their business needs. Company contact information is provided at their website.

Troppus Technology

Troppus delivers Digital LifeSupport as an Internet, on-demand service. Digital LifeSupport can be easily configured, which includes using open APIs for integration with third-party applications.

Happy Customers

AOL, Linden Lab (the creators of Second Life), Open Range Communications, mindSHIFT Technologies.

Bottom Line

Troppus takes a fresh approach to consumer technology troubleshooting services. Their help desk solution is a highly automated, self-service information system that customers can access themselves to solve the majority of their issues. Without the load of menial customer queries, agents are free to address more complicated cases and monitor the customer service system as a whole. This reduces costs and smooths out the customer service process for everyone involved.