7 Features Your Online Self Service Should Offer
Posted by Hoyt Mann on Wed, Jun 25, 2008 @ 10:35 PM
With all the talk about customer self service you might be wondering what features such an animal can have. Here is a list of 7 features that can be included in an online self service center:
1. Download capability: Place documents and software online where customers can easily access them.
2. Notices: Announce important news to your customers in such as the availability of a new version of software or an explanation of service interruption.
3.FAQs: Answer all those routine questions that tie up the phones in one place, at one time, and with standardized answers.
4. Solutions: Place solutions to discovered issues online. Your customers can browse the solutions and resolve the issue themselves.
5. Forums: Let your customers help each other by giving them a community where they can gather to discuss your products and share information and experiences.
6. Knowledge Base: A way of tying all of the above together. Ensure it is searchable across downloads, notices, FAQs, forums, and solutions using natural language. Both customers and employees benefit from easily accessible information.
7. Incident Submission: Let your customers help you by creating their own incident or trouble tickets.
More and more people are becoming accustomed to using the web for communication, research, shopping, and reading the news. They expect to do the same for your products. Make sure they can by investing in a good self service application such as PhaseWare's Self Service Center.
A richly featured, flexible, and intuitive Self Service Center can reduce operating expenses and create a branded, satisfying customer experience. It all comes down to offering your customers an efficient, always available, and useful online portal to answer routine questions, troubleshoot problems, and connect with other users of your products.
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