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- Make it easier for customers to find
the answers they are seeking online
- Identify which frequently asked question (FAQ) answers
need to be made more complete and clear
- Help cost-justify online support by showing how many phone
calls to a call center and email messages to a support center
were saved
- Reduce support costs by enabling customers to shift from
phone or email support to self-service website support.
CustomerSat solutions can measure satisfaction with and the
effectiveness of both the online support experience and the
quality of ultimate problem resolution. Website support customers
can be invited via WebConnect™ surveys to provide
feedback immediately upon visiting designated pages of the
support area, or via personalized email invitations a specified
number of hours, days, or weeks after the online service experience
has been completed.
See also Service &
Support Solutions Overview
 
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