| Customer
service has taken center stage recently in response
to highly competitive market conditions and an
improved understanding of the true value of a
customer. Successful organizations are using the
Internet to gain competitive advantage by offering
customers the ability to perform post-transaction
activities online, and by doing so are improving
customer satisfaction, strengthening their value
propositions, and gaining deeper insights into
customers needs.
For product companies, Web-based customer service
means online product support using self-service
knowledge bases. Most sizable brick and mortar
companies provide customers with the ability to
search databases online, whereas in the past they
would have to telephone a customer service
representative for the same inquiry.
Many
support requests submitted by email can be
ineffective if the caller has not given appropriate
information relevant to the problems for issue
tracking! The fact is there is constant email
battles when trying to simply mine for the critical
information that support technicians need to resolve
the service request; not to mention resolving the
request in a timely, efficient manner! So instead of
many communication chains with the caller to pull
for critical information, how about having those
information pushed to technicians in one go!
This is where a web form comes handy to collect
information in a structured way.
The SupportCalls web
case submission allows for your end-users and
customers to submit their service request through an
intuitive, easy-to-use web form interface; needing
only their favorite web browser. |
 |
