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E-Support is the other half of E-Commerce
Business customers demand a high level of service and SupportWizard
provides it. This support solution guarantees the highest level of
customer satisfaction and confidence in your company, without
increasing the load on your support department. Here's how SupportWizard helps the sales process:
Increased Confidence
The award winning technology of SupportWizard lets your
customers know that you are tracking every issue, assigning it to the
responsible engineers, managing the queues and never, ever losing a customer issue. Automated daily, weekly or even hourly backups ensure that even if your hard drive dies, your customers' data is safe.
Immediate Email Responses
Emails submitted by your customers no longer disappear into a
void, but immediately generate a response thanking them for their
inquiry, letting them know that it has been logged into the database and providing the tracking number, automatically.
Guaranteed Service Levels
SupportWizard ensures that customers receive the
service level that matches their support agreements. Whatever the range of support contracts that your company offers, from 24/7 priority support to 1 week turnaround email support, the workflow and rules engines match the service level to the customer, automatically.
Improved Customer Interaction
SupportWizard provides customers with the feedback
they need to stay informed of their issues. One company may want daily
status reports on all open issues, while another wants a weekly
summary and another just wants to know about issues that have taken
more than a week to resolve. SupportWizard provides customized reports
to each company with the information they want, when the want it,
automatically.
Improved Response Times
When customers submit issues via a web form, SupportWizard gathers
all the information you need to diagnose their needs immediately and
respond accurately. The system works equally well for sales and
support inquiries.
The Support form may contain choice lists for
Operating System and Release Number, a field for attaching Screen-shots, etc. A required
text field such as "Steps Required to Duplicate Problem", goes a very
long way towards eliminating telephone tag and ensuring that the first
response that the customer receives contains the right solution.
The Sales form may contain fields such as Budget, Decision Time-frame and
Service Level Requirements. Once again, you are gathering the
necessary information to ensure the right response, automatically.
See our specifications for more details or read the white paper for more information about implementing a successful web support system.
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