The on-line Customer Service Portal will help your customers quickly find solutions to their problems. The result is decreased service costs by diverting inquiries from more expensive channels such as a live phone agent and increased customer satisfaction by giving customers the "do it yourself" choice.

The portal includes the following functionality to engage customers in the problem resolution process:

1) Searchable Knowledgebase
The Knowledgebase is an extensive database containing documents that describe customer problems and resolutions. By using the Knowledgebase's search capabilities, customers can quickly find solutions to their problems. The Knowledgebase constantly grows with each new problem solved ensuring that new information is available to all. It can also be accessed by internal employees for customer support outside the portal.

2) Self-Service Wizard
The Self-Service Wizard is for customers that prefer to be guided to a solution by answering a series of questions. Each answer will drive a different question through decision tree logic. Based on the answers given, the Wizard will find a solution to the customer's problem. If no solution is found, a request will be generated for internal investigation. The resulting solution will automatically update the Wizard.

3) Request System
The Request System allows Customers to log inquiries directly with your support team if a solution can not be found through the Knowledgebase or Wizard. Requests are automatically assigned to internal employees for investigation. All communication with the customer is recorded in the Request System so that the Knowledgebase and Wizard can be updated upon resolution.