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PhaseWare Blog
Showing posts with label self service. Show all posts
Showing posts with label self service. Show all posts
Sunday, November 2, 2008
Thursday, October 9, 2008
Invest in Customer Service. It will never decrease in value.
With bad news coming on top of more bad news, it can be a challenge to keep things running. One of the best investments for small to medium businesses (SMBs) is a customer service and support solution. Setting up this type of system will streamline many of the steps in providing customer service and automate some steps to keep things on track while keeping headcount steady.
For example, PhaseWare Tracker is the main component of the PhaseWare customer service and support solution. With Tracker customer information, incident information, SLA information, as well as a knowledge base and solutions database plus more is right at your fingertips. Event Engine automates many functions that may currently be handled on a piece meal basis with some of the pieces falling through the cracks. Self Service Center offers your customers support 24/7/365. This is where they can find answers to their questions, research problems, hob knob with other customers through forums, subscribe to content, and more.
All of these highly sophisticated solutions are available to smaller businesses at a reasonable cost.
Go to www.phaseware.com right now for information, demonstrations, and news.
Click here to see the Self Service Center in action.
For example, PhaseWare Tracker is the main component of the PhaseWare customer service and support solution. With Tracker customer information, incident information, SLA information, as well as a knowledge base and solutions database plus more is right at your fingertips. Event Engine automates many functions that may currently be handled on a piece meal basis with some of the pieces falling through the cracks. Self Service Center offers your customers support 24/7/365. This is where they can find answers to their questions, research problems, hob knob with other customers through forums, subscribe to content, and more.
All of these highly sophisticated solutions are available to smaller businesses at a reasonable cost.
Go to www.phaseware.com right now for information, demonstrations, and news.
Click here to see the Self Service Center in action.
Wednesday, September 3, 2008
New Release! PhaseWare Tracker/Self Service Center Version 3.1.
PhaseWare, Inc. has released its latest version of Tracker and Self Service Center. Tracker/ Self Service Center Version 3.1 contains several major new features as well as refinements to existing features.
Major New Features include:
Both the forced knowledge base search and the e-mail knowledge base article links can help increase productivity and lower support costs by deflecting calls using automatic knowledge base article selection. When an incident is submitted via the self service center or through e-mail, suggested solutions from the knowledge base are given. If the issue is resolved, the incident is closed. No intervention needed from the service desk agent.
With Self Service Center Subscriptions customers can subscribe to your SSC portal and receive automatic updates about topics of interest to them. RSS feeds are also available when new content matches the subscription.
Some additional features allow agents to add attachments to an e-mail by dragging and dropping files into the e-mail form. Faster recipient selection and recipient clearing is now available. An incident journal enhancement allows a new journal entry to open in a second window so agents can review existing journal articles while creating the new one. Security options have been added for editing certain logs.
These enhancements and many others are now available upon upgrading to Tracker/Self Service Center Version 3.1.
For more information about PhaseWare, Inc. please visit www.phaseware.com.
Major New Features include:
Assisted Knowledge Base Search (optional)
E-Mail Knowledge Base Article Links
Self Service Center Subscriptions
Customer Attachment Storage
E-Mail and Incident Journal Enhancements
Both the forced knowledge base search and the e-mail knowledge base article links can help increase productivity and lower support costs by deflecting calls using automatic knowledge base article selection. When an incident is submitted via the self service center or through e-mail, suggested solutions from the knowledge base are given. If the issue is resolved, the incident is closed. No intervention needed from the service desk agent.
With Self Service Center Subscriptions customers can subscribe to your SSC portal and receive automatic updates about topics of interest to them. RSS feeds are also available when new content matches the subscription.
Some additional features allow agents to add attachments to an e-mail by dragging and dropping files into the e-mail form. Faster recipient selection and recipient clearing is now available. An incident journal enhancement allows a new journal entry to open in a second window so agents can review existing journal articles while creating the new one. Security options have been added for editing certain logs.
These enhancements and many others are now available upon upgrading to Tracker/Self Service Center Version 3.1.
For more information about PhaseWare, Inc. please visit www.phaseware.com.
Wednesday, June 25, 2008
7 Important Features of Online Self Service from PhaseWare
It can seem like adding a feature that puts the onus of work back on your customer is counterintuitive. Kind of like when we all had to start pumping our own gas. But this type of self service means more convenience for your customer and a significant cost savings to you. A deflected call is one call you don't have to spend dollars on. Instead you spend only cents because the customer could look online, at a time of their choosing, and access what they need.
So there really aren't any more than these 2 reasons for having this application. But the application itself can contain some features your web savvy customers will love.
Downloads: When your customer can download the newest software version or the latest user guide or anything else you can offer, this is one less step for you. Even a request for these things by email will use more time that could be put to better use.
Notice Board: Let your customers know any important news right up front when they log in. The notice doesn't even have to visible to everyone. Maybe only one segment of your business needs a particular piece of information.
FAQs: Well, how could we get along without them?
Solutions: Let your customers look for solutions here for their issue before they call and leave a message on your phone at 3 am. If an issue has already been researched and resolved, put it here.
Forums: Your web savvy customers want a community to discuss their business, your products, and other experiences with. It could be that another customer could answer the question just as readily.
Knowledge base: Here is a feature that will give access to all of those above via a natural language search function able to comb through all the solutions, notices, forums, and downloads to answer whatever is on that customer's mind.
Incident Submission: Sometimes it's unavoidable. Something happens that cannot be fixed by self service. This gives your customers a place to submit their problems and track the status and resolution online.
Not all features are needed in all instances, but when you think about how people are using the internet these days, you realize that expectations have been raised regarding access to almost everything. Service has become the only differentiator between you and your competition. Leverage every channel of service you can manage and do it well. You'll keep your customers coming back. And they will bring their friends.
Link to an example of a self service center.
So there really aren't any more than these 2 reasons for having this application. But the application itself can contain some features your web savvy customers will love.
Downloads: When your customer can download the newest software version or the latest user guide or anything else you can offer, this is one less step for you. Even a request for these things by email will use more time that could be put to better use.
Notice Board: Let your customers know any important news right up front when they log in. The notice doesn't even have to visible to everyone. Maybe only one segment of your business needs a particular piece of information.
FAQs: Well, how could we get along without them?
Solutions: Let your customers look for solutions here for their issue before they call and leave a message on your phone at 3 am. If an issue has already been researched and resolved, put it here.
Forums: Your web savvy customers want a community to discuss their business, your products, and other experiences with. It could be that another customer could answer the question just as readily.
Knowledge base: Here is a feature that will give access to all of those above via a natural language search function able to comb through all the solutions, notices, forums, and downloads to answer whatever is on that customer's mind.
Incident Submission: Sometimes it's unavoidable. Something happens that cannot be fixed by self service. This gives your customers a place to submit their problems and track the status and resolution online.
Not all features are needed in all instances, but when you think about how people are using the internet these days, you realize that expectations have been raised regarding access to almost everything. Service has become the only differentiator between you and your competition. Leverage every channel of service you can manage and do it well. You'll keep your customers coming back. And they will bring their friends.
Link to an example of a self service center.
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