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Web-Based CRM Customer Support and Service
NetAnswers Knowledge Base
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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 personalized web-based applications that let them accomplish tasks such as researching products or services 24/7 from anywhere.
Using the NetAnswers Knowledge Base within NetSuite web-based CRM software application, 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 center activity that requires manual handling and routing. NetAnswers can also deliver higher ROI by leveraging a company's existing content repositories. |
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- 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, organizing 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 CRM tools at their fingertips.
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- Organize information into different types and levels of topics and solutions.
- Organize FAQs, standard problems and resolutions, known issues or special tips.
- Give service reps access to a complete knowledge base, enabling them to respond faster to customer issues and reducing the learning curve when bringing on new reps.
- Enable service reps to ramp up more quickly on new issues.
- Publish specific portions of the knowledge base for different customers and partners.
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