In one of our blog posts we talked about what it takes to make the perfect Customer Service machine, because it’s not out of the ordinary that a customer who is going to purchase a product or has just done it has some questions that need answering. Sometimes it’s a matter that is very specific to their situation so they need someone in the company’s customer service team to help them out. Other times the issue is something more common and the customer would prefer to solve it on his or her own without relying on someone from customer service.
To be able to do so, the company must have a great customer portal on their website. Not only should it be very detailed, it should be very easy to find so the client doesn’t waste too much of their time trying to find his or her answer. A good customer portal should have a search tool so the customer finds his doubt immediately.
Even though it might sound like hard work to create a detailed customer portal it is 100% worth it. A proper customer portal means that there will be less tickets arriving to the agents helpdesk and he can concentrate on the cases that have specific issues. Also with a detailed customer portal, the agents job is simplified in a certain way. There are some customers than even though they have access to the knowledge base and could solve the issue on their own, they still prefer to speak to another human being and have them solve the problem. Whenever this happens, the agent should have easy access to the customer portal knowledge base and send it directly to the customer. It’s a time saver!
All the small problems that may arise and have a simple generic solution are gone in a click if the customer portal is up to standard. It also sends out the image of the company being very helpful and interested about any issues the customer might have which is something every business should want. So now you may be asking yourself how to improve your customer portal or how to create it if you don’t already have one. It’s fairly simple, with Zent.io’s help you can improve your customer portal with a few actions. You can customise it and add content to it freely and in an organised way. So don’t wait any longer and try our free demo if you are interested.
Publish Date: September 30, 2017 5:00 AM
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568
OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878
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