Our Solution
Soup-to-Nuts: Support Options
Self-Service
Web self-service is simply your users finding the solutions to their problems or answers to their questions directly, by querying the knowledge base of problems/solutions, or requesting information specific to their account activity. This is all done from their web browser when visiting your site. The queries may be in the form of a search of the knowledge base, browsing of a FAQ database by topic, or by filtering the knowledge base by user-selected criteria to help your users find the information they need.
Web self-service will be the preferred method of obtaining support for end-users who are comfortable dealing with technology and helping themselves whenever possible. We expect that over time, more and more users will come to prefer self-help. To that end, the main thrust of the trustedanswer™ solution is to facilitate and encourage web self-service by offering superior and ever-improving self-help capabilities. Our knowledge engineers work closely with your subject matter experts to ensure that your end-users will quickly find the answers they need to commonly asked questions.
Effective, helpful self-service is the best way to provide prompt, helpful support and ensure satisfied, repeat customers. Because up to 70 percent of the issues reported to a call center are repetitive, self-service reduces redundancy by allowing support analysts to answer these types of questions just once rather than over and over again. This speeds service to end-users, breaks the escalating cost-per-call ratio, and frees support representatives to focus on more complex problems and on solution development.
| home | company | esupport | our solution | news | employment | contact us | privacy policy | webmaster |
Use of this site indicates you accept the Terms of Use. © 2000-2001 Amdahl Corporation. All Rights Reserved.