Customer ServicePortal

Your customers get the full benefit of Right Channeling at the Customer ServicePortal – a customized, hosted support site where customers have the power to choose from a wide range of self-help and assisted support tools. The power to choose lets customers solve problems themselves and retrieve information when they need it most – improving their satisfaction and reducing your costs.

If you present your customers with easy-to-use self-support options, they will use these options before reaching for the phone. In the process, you will deflect phone calls, reduce costs and improve customer satisfaction. Our research shows that only 17% of customers go from our self-help portals to live agents – saving millions of dollars in customer service costs.

If you are focused on providing high-quality customer service or searching for an alternative to outsourcing, self-help may be the right choice for you.

• Increase the number of customer interactions by as much as a factor of three
• Decrease the costs of supporting customers by as much as a factor of six
• Decrease the cost per interaction by as much as a factor of 17
• Lower costs of customer service while increasing customer satisfaction
• Increase conversion rates
• Increase resolution rates
• Allow for better content management
• Provide an alternative to outsourcing
• Offer dynamic and flexible communication channels

ServicePortal Self-help and Assisted Support Tools:

• Knowledgebase Access – An extensive knowledgebase easily navigated by topic selection or keyword search. The knowledgebase may be populated and modified at any time according to the customer issues being reported, tracked and resolved by customer service agents.
• Dynamic Content Display – "Hot Topics" and FAQs display the most common and successfully resolved support issues based on customer data analysis. Customers who don't see their problem listed can move easily to the Answer Center, a query-based interface that narrows search parameters as customers respond to questions and make selections.
• E-Ticket – This is an automatically generated identifier used when a customer leaves the portal and is not sure whether or not his/her problem is resolved. E-tickets retain customer case information that is automatically passed to the agent in the event the customer reconnects with a service agent.
• Customer Survey Tools – Optional surveys can be automatically presented to customers after viewing documents or completing any Assisted Support interaction. These surveys are customized to provide detailed information and feedback.
• Web Alerts – Important communications or promotions can be prominently displayed at the portal.
• Fee-based Priority Assistance – The portal supports credit cards and 900 services for customers who elect per-minute or per-incident charges.
• Easy Access to Assisted (Live) Support – From the ServicePortal, customers can choose one-on-one chat, email, and phone support options.
• Click Stream Tracking – The portal allows the tracking of customer interactions to better understand document efficiency, customer experience, and to reduce handle time.