Business-to-Business Customer Service Demo

Self-Service Web Support Portal & Knowledge Base

Reduced Support Costs

Reduced Inbound Support Load

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Summary (Continued)

Expertise

The "Smart Routing" of incoming questions to a specific support professional can help improve quality and timeliness of customer service.

Speed

Customizable Web forms for specific product types ensure that the customer provides all the correct information. When the support person has all the information, they do not have to ask the customer repetitive questions in order to get up to speed with the customer’s issues.

Feedback

Customer satisfaction surveys, knowledge base feedback and prompt responses to questions promote confidence and a relationship with your customers. In addition, whenever you can get insight into your customer’s experiences with your company, you have an opportunity to improve your services.

Self-Service

When customers are not able to resolve their issues or answer their questions through the self-service Web portal, they call your support organization. When you have a great self-service Web presence, it means that your customers will ask your support staff fewer, but increasingly difficult and more sophisticated questions.

Key Benefits to Online Support

Improved Satisfaction

Provide critical information to your customers on a 24 x 7 x 365 basis via the Web. Today, customers demand that you offer them a self-service option.

Increased Confidence

Reduce the possibility of inquiries falling through the cracks by maintaining a complete case history, including email, notes, open support inquiries, and case resolutions.

Reduced Inbound Support Load

Allow your support staff to focus on important, emerging issues by providing answers to Frequently Asked Questions on your support site.

Reduced Support Costs

Reduce the amount of incoming telephone calls and support emails by up to 80 percent by enabling Web site visitors to help themselves. The average support phone call costs $33, while the average support email or web service request costs $10 according to Forrester Research.

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