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SupportCentre ^sm

System Introduction

The Advantalink SupportCentre ^sm is a complete knowledgebase and email support solution that brings you not only all of the advantages of our KnowledgeCentre ^sm and ContactCentre ^sm solutions, but has the additional synergy of having your email support responses function as a mechanism for adding content to your KnowledgeCentre ^sm.

Now with SupportCentre ^sm you can use knowledgebase resolutions and documents as quick-response answers to customer requests. If a customers request is for a support issue not covered in the knowledgebase (and should be), a quick click creates a new knowledgebase draft from the answer you sent as your response. This creates a full life cycle process that allows your customer to use the knowledgebase to answer their own questions; and if they can’t find the answer, they contact your support group; who respond, and in doing so can create new knowledgebase content for the next person with the same question.

This system includes a site registration process to capture customer profiles, and allows you to create new customer profiles and new customer requests in response to fax and phone contacts, all the while building up a customer profile database of everyone who has made a support request.

Add in our ChatCentre ^sm solution and you can now handle web, phone, and live customer response!

Features Summary

General:  Advantalink's ContactCentre ^sm and KnowledgeCentre ^sm functionality includes full life cycle support for request handling through content publishing.  Simply understanding the customer support process, the concept of a knowledgebase and the ability to use a WYSIWYG (What You See Is What You Get) Editor is all you need to know.

Escalation:  Our t hree tier escalation process allows customer requests that need a greater level of expertise or decision making capability to be sent up to the next level of support staff.

Workflow:  C omplete content publishing process for your knowledgebase that includes: Work-In-Progress to Draft to Validated to Published Internal or External (this allows you to have solutions to problems that are available only to your internal staff).

Forwarding: Customer Requests fielded by one person can be forwarded on to another as needed.

Accountability: SupportCentre ^sm tracks all support staff that handle, escalate and forward each customer request so that everyone is accountable for their actions on the system.

Unlimited Scalability: Each SupportCentre ^sm can have an unlimited number of contact categories, contacts, and customer requests. You are billed for any usage in bandwidth and drive storage beyond the generous initial amount, but everything else is included in one low monthly fee.