|
| |
Support Benefits
Turning Support Into A Profitable Relationship
Customer Support for a small business can be daunting, but to achieve customer loyalty, a solid support group is imperative. The key is putting the best practices to work.
Implementing the Cumulus9 Platform provides an infrastructure for your organization to offer world-class support 24 hours a day over the Internet without the cost of hiring 24-hour Support staff. The Customer Support Management module provides a customer-accessible system to enter, distribute, resolve, escalate and track service needs.
As an integrated component of the Cumulus9 platform, the Customer Support Management module also automatically notifies Sales of any service requests logged within the system. The platform as a whole enables Customer Support Reps to work collaboratively with others in the organization to solve client issues and capture the solutions for future reference.
Better Information Leads To Better Service
The Knowledge Management System provides you with the ability to capture common questions and answers, solutions to complex client challenges, and the best practices and solutions. In other circumstances when an issue requires the melding of multiple minds for resolution, you can form discussion groups to take a team approach to problem solving.
To further ensure consistent solutions for clients, and faster ramp time for new Customer Service Reps, use the Document Management System to store problem-solving documentation, user’s manuals, letter templates and other customer service data. It's also the ideal place to put return forms and service contracts.
Know Your Customer
For companies with support staff who have a closer exchange with customers, you can track customer relationships with the Contact Management System. Log any contacts with individual customers into the system and know who helped who and when. Your customers will appreciate it, and you and your staff will appreciate having an ongoing record of client interactions.
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
