Customer Service Portal Feature Summary

Allow your customers to quickly find solutions to their problems without a live service attendant. Decrease support costs by diverting inquiries from expensive channels like a live phone agent and increase customer satisfaction by giving customers the "do it yourself" alternative. Customers get solutions quickly, 24 hours a day.

Empower your customers with the following aids for problem resolution:

Knowledge Base
An extensive database containing solutions to problems. Using the search mechanism, customers can quickly find content to help solve their problems. New information is added as new problems are solved so that future inquiries can be dealt with faster. Also used by internal support personnel, the Knowledge Base will help close customer inquiries faster. If using Microsoft CRM, the Portal directly accesses the Microsoft CRM Knowledge Base.

Help Wizard
Guide customers to a solution by presenting them with questions. Each answer drives a new question until a solution is found. If a solution is not found, the customer is linked to your internal support staff along with their responses to the questions. Using the self-learning mechanism, new solutions automatically update the Help Wizard for future inquiries.

Request Management
Give customers the ability to request help from your support team if a solution can not be found through the Knowledge Base or Help Wizard. All communication with the customer is recorded so that the Knowledge Base and Help Wizard can be automatically updated upon resolution.

Forums
A means for customers to help each other. Internal users can also monitor and add posts to forum topics.