Customer support example page

Customer Support Example

Home Page

Example page

Support

Using business rules and the web technology to deliver service like your best people

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	*Examples of links*
	Contact Customer Service
	Add a service incident
	Knowledge base
	Subscription Service
Login
Overview
	Business Consulting
	View status of incidents
	Project Management
	Training
Contact Training
Cancellation Policy
Course Descriptions


Register
FAQs
Schedule
What's New

Customer Care Home Page:

This page is an example of what information you can use on the web to communicate with your customers, partners & suppliers.

All customers expect the same three things:

Easy Access- support and service through whatever channel is most convenient to them at any given time

Personalized Service - expect business to know them and their history to make service & support better

Fast Response & Resolution - want immediate answers to their questions and resolution to their issues. Gives them help when they need it ... fast


Help Desk ... integrated with the phone system & the defect tracking system for problem closure	Requests for help are tracked and closed. Information from the contact point are automatically put into the database. The customer can track their incidents from the web. System has the ability to provide corrective action and root cause analysis of the submitted problems.

Contact points ... communications that satisfies the customer in the form they want	Web form, Phone, Chat, E-mail, Pager

Knowledge base	Dynamically created FAQ's Natural query language bots Search tools Decision tree

Service commerce	RMA (return material authorization) submittal Contract status and renewal Ability to check order status

Collaboration services	Training university Distance learning Communities Virtual meeting Conferences User group sharing

Measurements & reports	How does the system perform against goals? Quality metrics ( # of open incidents, closed, etc) Template reports based on industry standards Provide reports to your customers Questionnaires

On-line documents ... ability to recognize the customer & provide them with "information just before its time"	Ability to down load documents, software patches, user manuals, etc to your customer

Personalization ... cloning your best service deliver	Ability to recognize the customer and provide them with services that they request based on their profile. They maintain there own profile of information.