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17 years ago
Showing posts with label self service. Show all posts
Showing posts with label self service. Show all posts
Sunday, November 2, 2008
Monday, September 15, 2008
PHASEWARE, INC. RELEASES TRACKER and SELF SERVICE CENTER v. 3.1
McKinney, TX – PhaseWare Tracker and Self Service Center v. 3.1.0.0, the latest upgrade of the most comprehensive Customer Service and Support solution in the industry, is now available.
PhaseWare Tracker and Self Service Center 3.1 offers even more enterprise-level features made affordable for small to medium businesses.
For incident deflection, both the Self Service Center and Automated E-mail response now have the capability to offer suggested solutions related to a customer’s issue. Self Service Center uses the Assisted Knowledge Base Search: for each potential incident entered by a customer, the Self Service Center offers links to possible solutions prior to incident escalation. Successful solutions are tagged and the incident entry is not completed. For each incident submission initiated through e-mail the Event Engine feature automatically responds with potential solutions to the issue. Successful solutions are tagged and the incident is closed. Both features are optional.
Customers stay on top of the latest information of interest using the subscription option for the Self Service Center. Customers are notified via e-mail or RSS feed of new content in any of the Self Service Center applications related to their interests.
Increased operational efficiencies are realized with e-mail and incident journal enhancements, and new customer level file storage. Now e-mail and incident journals are drag and drop enabled for easy file attachment. E-mail recipient selection is quicker than before. Customer level records allow attachment of files and documents such as contracts, service agreements, and other customer specific documentation. These files are optionally available to the customer through the Self Service Center on a per-folder and file basis. Outside contacts can be authorized to attach documents as well.
There are many other productivity enhancements available with this update. To see more visit PhaseWare, Inc..
PhaseWare, Inc. is a North Texas-based customer support software provider offering solutions for a diverse group of clients world-wide. PhaseWare Tracker, Event Engine and Self Service Center solutions provide customer support process automation, tracking, escalation, and resolution of trouble tickets from origin to close, along with a wide variety of self service options.
PhaseWare, Inc. was founded by CEO Randall Nelson and Company President Hoyt Mann.
www.phaseware.com
1-866-616-6629
PhaseWare Tracker and Self Service Center 3.1 offers even more enterprise-level features made affordable for small to medium businesses.
For incident deflection, both the Self Service Center and Automated E-mail response now have the capability to offer suggested solutions related to a customer’s issue. Self Service Center uses the Assisted Knowledge Base Search: for each potential incident entered by a customer, the Self Service Center offers links to possible solutions prior to incident escalation. Successful solutions are tagged and the incident entry is not completed. For each incident submission initiated through e-mail the Event Engine feature automatically responds with potential solutions to the issue. Successful solutions are tagged and the incident is closed. Both features are optional.
Customers stay on top of the latest information of interest using the subscription option for the Self Service Center. Customers are notified via e-mail or RSS feed of new content in any of the Self Service Center applications related to their interests.
Increased operational efficiencies are realized with e-mail and incident journal enhancements, and new customer level file storage. Now e-mail and incident journals are drag and drop enabled for easy file attachment. E-mail recipient selection is quicker than before. Customer level records allow attachment of files and documents such as contracts, service agreements, and other customer specific documentation. These files are optionally available to the customer through the Self Service Center on a per-folder and file basis. Outside contacts can be authorized to attach documents as well.
There are many other productivity enhancements available with this update. To see more visit PhaseWare, Inc..
PhaseWare, Inc. is a North Texas-based customer support software provider offering solutions for a diverse group of clients world-wide. PhaseWare Tracker, Event Engine and Self Service Center solutions provide customer support process automation, tracking, escalation, and resolution of trouble tickets from origin to close, along with a wide variety of self service options.
PhaseWare, Inc. was founded by CEO Randall Nelson and Company President Hoyt Mann.
www.phaseware.com
1-866-616-6629
Wednesday, July 2, 2008
Research by the Aberdeen Group found that 75% of 150 companies surveyed have added a self-service option into their contact centers.This was last year. At the time a third were considering adding or expanding the option within 2 years.
As you can see, self service is the must have solution in customer service and support circles. But it won't do any good if it isn't done right. Well done self service retains customers and increases loyalty. Poorly done self service will lose a customer just as quickly as shoddy telephone support. And it has been said that when a customer is happy he will tell a few people about the experience. If a customer is made unhappy, he tells everyone he possibly can. And these days that could be a vast number if the unhappiness makes it into cyberspace. Not only is it disseminated more quickly, it will live forever.
It behooves you to offer well done self service.
Make the portal easy to navigate. Make the information easily searchable and accessible. Give the customer the tools needed to do the job or resolve the problem. Give the customer convenience and try to give the customer what he doesn't even know he needs. Build a community of customers.
Have a useful self service center and the world will beat a path to your door.
For an example of a self service center go to the PhaseWare Self Service demo.
To find out more about PhaseWare Customer Service and Support products go to www.phaseware.com
As you can see, self service is the must have solution in customer service and support circles. But it won't do any good if it isn't done right. Well done self service retains customers and increases loyalty. Poorly done self service will lose a customer just as quickly as shoddy telephone support. And it has been said that when a customer is happy he will tell a few people about the experience. If a customer is made unhappy, he tells everyone he possibly can. And these days that could be a vast number if the unhappiness makes it into cyberspace. Not only is it disseminated more quickly, it will live forever.
It behooves you to offer well done self service.
Make the portal easy to navigate. Make the information easily searchable and accessible. Give the customer the tools needed to do the job or resolve the problem. Give the customer convenience and try to give the customer what he doesn't even know he needs. Build a community of customers.
Have a useful self service center and the world will beat a path to your door.
For an example of a self service center go to the PhaseWare Self Service demo.
To find out more about PhaseWare Customer Service and Support products go to www.phaseware.com
Wednesday, June 25, 2008
Self Service can be the Best Service
Your customers are becoming more web oriented every day. For some of them it is their preferred method of communication. They don't want to have to call and talk to someone just to get a new version of a user's manual. They are fully capable of downloading the latest software version and installing it themselves, thank you very much. They want to contact others with the same product and share experiences. They want to be able to search for answers themselves.
An investment in a self service center solution will pay for itself many times over by deflecting support calls for routine or minor requests. When a support call can cost so much and a web portal could can perform many of the same functions, wouldn't it be prudent to offer this channel? It is a win-win. Your save money. Your customer saves time. Done well, a self support solution can help retain customers and bring new ones on board. You can grow your business without growing the support budget.
Link to an example of a self service center solution.
An investment in a self service center solution will pay for itself many times over by deflecting support calls for routine or minor requests. When a support call can cost so much and a web portal could can perform many of the same functions, wouldn't it be prudent to offer this channel? It is a win-win. Your save money. Your customer saves time. Done well, a self support solution can help retain customers and bring new ones on board. You can grow your business without growing the support budget.
Link to an example of a self service center solution.
Thursday, June 5, 2008
Knowledge is Power: Knowledge Management for Today's Customer Service
I was watching a video of School House Rock with my kids and a line from the lyrics caught my ear: Knowledge is Power.
Conquerers certainly know this; the first thing they do is destroy or capture the knowledge the competition has (or assimilate it as the Borg do). And businesses know it. Business Intelligence is one of the modern watchwords as is Knowledge Management. But what does it mean?
Some businesses have determined that if they save all the information they can find about any part of the business, then they will have business intelligence. Then they discover that they don't have information, they merely have data. It won't become information until it is put in a form that can be used to answer questions. In comes Knowledge Management. KM, as it is oftened shortened, takes that data and sifts it, classifies it, makes it searchable so that it can become information. In turn that information can become intelligence when used as part of a plan to increase business, improve processes, and decrease defects.
Knowledge Management makes information accessible and when used as part of a customer self service application, it makes information empowering. Increasingly, customer service is including methods of helping the customer help themselves. Customers can access Forums, Knowledge Bases, FAQs, and myriad content that will keep their business going without a single phone call. In turn, those phone calls that are never made are no longer blocking those calls that represent new business or a frustrated customer who needs personal care, or that simply bog down the service desk with routine, easily handled matters to the detriment of service agents and customers alike.
Managing Knowledge to strengthen business. Now that's power.
For a demonstration of a self service center web portal, visit http://tracker.phaseware.com/selfservicecenter/
Or go to www.PhaseWare.com to learn more about other customer support and service solutions.
Conquerers certainly know this; the first thing they do is destroy or capture the knowledge the competition has (or assimilate it as the Borg do). And businesses know it. Business Intelligence is one of the modern watchwords as is Knowledge Management. But what does it mean?
Some businesses have determined that if they save all the information they can find about any part of the business, then they will have business intelligence. Then they discover that they don't have information, they merely have data. It won't become information until it is put in a form that can be used to answer questions. In comes Knowledge Management. KM, as it is oftened shortened, takes that data and sifts it, classifies it, makes it searchable so that it can become information. In turn that information can become intelligence when used as part of a plan to increase business, improve processes, and decrease defects.
Knowledge Management makes information accessible and when used as part of a customer self service application, it makes information empowering. Increasingly, customer service is including methods of helping the customer help themselves. Customers can access Forums, Knowledge Bases, FAQs, and myriad content that will keep their business going without a single phone call. In turn, those phone calls that are never made are no longer blocking those calls that represent new business or a frustrated customer who needs personal care, or that simply bog down the service desk with routine, easily handled matters to the detriment of service agents and customers alike.
Managing Knowledge to strengthen business. Now that's power.
For a demonstration of a self service center web portal, visit http://tracker.phaseware.com/selfservicecenter/
Or go to www.PhaseWare.com to learn more about other customer support and service solutions.
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