|
Opportunities |
Actions |
|
|
- Provide web visitors a place for self-service of answers
to questions.
- Database application that allows easy updates of new
FAQ's
- Smart FAQs that change the order within the list based
on helping solve the customers question
customer
can request notification of updates to a particular FAQ
Personal
assistance form to ask for help
Can
collect company information during the request process
A
tracking # is assigned to the incident and an e-mail sent to
the requestor
Incident
logged into the database
Complete
call tracking process with management reports, phone
requests and escalation process
Easy to
add new FAQs based on questions asked
Supports
attachments to all questions
Create
an email gateway such as support@yourcompany.com
and all emails will added to the call tracking system.
Benefit: Reduce
the calls to the call center (cost saving) and satisfy the
customers. Enabling rapid reaction and predictability
of closures on requests for help. Satisfied customers.
|
| On-Line
help with Chat functionality |
- Allows the customer to invoke a request for an on-line
chat with an operator while on the web site.
Provides
a second level of support of the customers
Benefit: the
highest standards of service are offered by placing real-time
information and account control in the hands of the customer
and customer service representative
|
| Intelligent
e-mail management solution |
- provides management capabilities for e-mail workflow in
customer service and call center operations
- Provides responsibility, structure and real time
management
Benefit: the highest
standards of service are offered by providing an ability to
handle large volume of e-mails for a consistent and accurate
process.
|
