Self-Service Customer Portal

Self-service customer support centres are fast becoming the channel of choice for customers. Opens a self-service customer portal communication to your customers by giving them a way to post service issues, place new orders, or view their order histories. Such a site lets you stay open for business 24/7, around the world. Moreover, it delivers a high-quality, high-touch experience for customers while reducing the cost of customer care to your company.

Customer self-service provides real-time, cross-channel views of all interactions for delivery of superior customer service—whether the interaction occurred on the Web just seconds ago or with a sales rep in person yesterday. In addition, customers can view outstanding quotes or orders and even request returns. Most importantly, detailed order history allows an easy check of entitlement to service levels as well as intelligent upsell/cross-sell offers, helping turn the call centre into a profit centre.

Benefits:

Stay open for business 24/7 around the globe, while also providing cost-effective self-service options to your customers.
Empower customers with unprecedented control over their purchase decisions, real-time access to such data as order status, order status tracking and return authorisations, driving return visits and greater customer loyalty.
Allow customers to report a problem, or request information, with a simple e-mail, simplifying case creation and expediting customer requests.
Customised content enables you to create a true one-to-one marketing platform. You can also publish information to specific prospects or customers, or to entire groups of customers that are determined by specific criteria you set.

Features:

Customers can enter trouble tickets by logging onto your site, rather than calling or e-mailing you.
Password-protected access to key customer support tools, such as the NetAnswers Knowledge Base, gives customers the information they need, when they need it.
Customers can update their profiles, view their order histories, check order status and place new orders round the clock. Customers can request support or information by simply sending an e-mail to a designated address, using online forms in the Customer Centre, or calling customer support.
By accessing content that's been customised just for them, customers can be ensured of getting the most relevant support documentation.
After a service request has been made, the system automatically sends customers a confirmation of receipt and a case number.

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