Self-Service
Knowledge Base
|
 |
|
 Self-service has become a key strategy for businesses that seek to solidify relationships with their customers. With the ubiquity of the Web, many consumers now expect to help themselves to information when they want or need an alternative to conventional service channels. They've also come to expect highly personalised applications that let them accomplish tasks such as researching products or services, anytime and anywhere.
Using the NetAnswers Knowledge Base within NetSuite, companies can tap into a host of benefits provided by customer self-service. They can achieve greater efficiency, higher customer satisfaction, and lower customer service costs by reducing call centre activity that requires manual handling and routing. NetAnswers can also deliver higher ROI by leveraging a company's existing content.
|
- Give customers and partners 24/7 access to customer service at a much lower cost than staffing your phone lines round the clock.
- Leverage your existing support documentation to help customers get the answers they need, when they need them.
- Create a knowledge base suited to the needs of your business and its customers, organising content according to different levels of topics and solutions.
- Empower service reps with a complete knowledge base, enabling them to trouble-shoot customer problems quickly and easily.
- Turn generalists into experts with the right information and tools at their fingertips.
|
|
|
|
- organise information into different types and levels of topics and solutions.
- organise FAQs, standard problems and resolutions, known issues or special tips.
- Enable service reps to respond faster to customer issues by giving them information at their fingertips.
- Enable service reps to ramp up more quickly on new issues, and reduce the learning curve when bringing on new reps.
- personalise your content by publishing specific portions of the knowledge base for different customers and partners.
|
|
|
|
