| KEY BENEFITS |
- Empower your customers through Pro-active Self-service
- Reduce service handling times and deflect interactions
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- Increase agent productivity and Operational efficiencies
- Synergize service desk with 24x7 Knowledge Base
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Self Service Center forums allow you to create a self-building knowledge base where users can post questions, which can be answered by other users or your support technicians. This allows you to build a community where users can share ideas and search for information. As users ask and answer questions, you will be able to grow an in-depth knowledge base to provide a wealth of information to all users, which also builds brand loyalty to your products. With the proper amount of time and effort, your forums can become the initial place where users go to ask questions, reducing the number of calls to your staff and trouble tickets.
Forums are set up using the Forums Manager in Tracker. You might choose to create a forum for each product you support. Or you can create multiple forums for a single product that cover different areas.
Individual forum topics are managed using the Forum Topic Manager. This allows your technicians to respond to topics or create new ones. Attachments can be associated with new forum topics to provide additional information.