Customer Support Service
Knowledge Base
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Self-service has become a key strategy for software companies that seek to solidify relationships with their customers while reducing costs. With the ubiquity of the Web, many consumers now expect to help themselves to information when they want or need an alternative to conventional service channels. They've also come to expect highly personalized applications that let them accomplish tasks such as researching products or services 24/7 from anywhere.
Using the NetAnswers Knowledge Base within NetSuite, companies can tap into a host of benefits provided by customer self-service. They can achieve greater efficiency, higher customer satisfaction, and lower customer service costs by reducing call center activity that requires manual handling and routing. NetSuite's Knowledge Base can also deliver higher ROI by leveraging a company's existing content repositories.
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- Leverage existing support documentation to help customers get the
answers they need, when they need them.
- Create a knowledge base suited to the needs of your business and its customers, organizing content according to different levels of topics and solutions.
- Empower service reps with a complete knowledge base, enabling them to trouble-shoot customer problems quickly and easily.
- Turn generalists into experts by giving them the right information at their fingertips.
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- Organize information into different types and levels of topics and solutions.
- Organize FAQs, standard problems and resolutions, known issues or special tips and tricks.
- Give service reps access to a complete knowledge base, enabling them to respond faster to customer issues and reducing the learning curve when bringing on new reps.v
- Enable service reps to ramp up more quickly on new issues, product enhancements, or fixes.
- Ensure that customers always receive consistent, accurate information.
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