Multi-Channel Customer Support

Give your employees and customers the flexibility to submit requests for service through email or the web at any time. Reduce your volume of support requests. Make it easy for users to access critical information via a fully searchable self-service knowledge base. Keep customers updated on the status of their service requests with automatic email notifications.

Consolidate support requests in a centralised repository from wherever they originate. Track, route and manage end user support. Distribute service requests to resolve them efficiently. Improve decision making with detailed management reports. Justify infrastructure investments, cut costs and quantify achievements.

WebEx Connect brings together leading business process applications with WebEx collaborative applications, making truly innovative solutions available to you, on-demand. Take advantage of the combined expertise and support of WebEx and Parature to streamline your business activities and accelerate your growth. Learn more at www.webexconnect.com.

• Set up task assignments and meetings, and schedule reminders.
• Encourage teamwork among service agents by giving individuals the ability to assign tasks for other team members.

• Store different types of files – documents, images, video and sound – for users to download. • Facilitate communication by offering users the ability to attach images or videos to their tickets. • Record entire email

• Standardise and streamline complex processes to resolve issues quickly. • Maintain rapid response times by tracking the amount of time spent resolving each ticket. • Gauge both individual and team effectiveness with ticket summaries. • Inform users of ticket status automatically through support portal.

• Reduce inbound requests with a self-service knowledge base. • Keep users up to date on changes and developments using automated subscription management. • Improve the quality of knowledge base entries by encouraging user feedback.

• Encapsulate all support activities in a dashboard view for each account, including a full record of tickets, emails, notes, call logs, last visit to support portal and more. • Keep users informed of issue status with automated email notification. • Maintain a comprehensive view of your users based on customised contact fields that match specified requirements.

• Track the number of tickets team members are assigned, actively working on and backlogged. • Sort information and summarise statistics based on specific groups of data.

• Tailor the look and feel of your Support Portal. • Create public portals for users to access and private portals for service agents. • Take advantage of web-based self-service, including call status, and comprehensive search and knowledge base functionality.