Customer Self-Service


Customer Self-Service is a secure, multi-level entry point that supports unattended e-business transactions for customer self-service and self-sales. These solutions empower customers as they lessen dependence on sales and service staff to conduct transactions that can be performed over the Internet. It reduces routine voice and fax calls to customer contact centers, freeing lines for customers whose critical needs do require assistance from a service representative.

Empower Customers Through Online Self-Service

By leveraging self-service solutions, your customers can request service and access work order status over the Web, 24 hours a day, seven days a week. Additionally, your customers can look at contract details and information pertaining to equipment as well as request copies of past work order tickets from any web browser. Security access, as defined by you, ensures tight control on access to sensitive data and a range of features that can be enabled. It also provides another channel to promote and sell more products and services to an existing customer base. End-user personalization and other innovative features ensure highest levels of intuitive usability, functionality and productivity for customers and your organization. Intelligent search and information retrieval rank responses by relevance.

On your front-line of service, Customer Self Service solutions deliver fast first-visit resolutions by drawing on all existing knowledge stores to date, and continues to build knowledge with every customer use. Customer self-service capabilities can delay or eliminate needs for contact center expansion and associated increases in facility, equipment and staffing costs. Customers become active participants in their service experience, increasing their satisfaction.

Solution Capabilities


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