Knowledge base solutions - telecommunications

Improving customer service and customer operations performance

A major impediment to improving customer service is the tidal wave of information that sales and customer service personnel face about new or changing products, services, policies, and procedures.

Meanwhile, customer operations personnel have to execute increasingly complex provisioning and other order-to-cash processes. The quality of this execution has enormous impacts on both customer satisfaction and operating efficiency.

And if your organization has outsourced and possibly offshored some of these processes, then the challenge of keeping these personnel up to date becomes all the greater.

SupportPoint guides customer service and customer operation personnel through this complexity by intelligently delivering up to date information about products, policies and systems and presenting it in a form that makes that information easy to find, understand and act upon.

Features

Context sensitive guidance delivers the right information at the right time because it recognizes the role and job task of the person calling for assistance. With SupportPoint, employees can be confident of always getting the support information they need with just a few mouse clicks.

Structured presentation of complex information allows personnel to quickly find specific guidance they can easily understand and apply to any customer query or policy or technical issue.

Easy authoring and linking to existing materials allows subject matter experts to develop, review and distribute support information with minimal effort or IT assistance – so content will be more comprehensive and current.

Broadcast alerts allow selected groups to be notified of time-sensitive information in real time without disrupting them while they’re interacting with customers.

Comprehensive reporting provides detailed information about how the knowledge base is being used and which documents are being accessed, right down to an individual or group level.

Try SupportPoint Viewer online.