Lower support costs and increase customer satisfaction
Technical support for complex products is time-consuming and expensive. Companies incur a large cost in resolving customer issues through traditional methods, such as phone or e-mail. Other existing solutions, such as message boards, do not ensure that customers get the right answer at the right time. Additionally, web self-service has proven limited value for the large volume of unique questions associated with sophisticated products.
AskMe Enterprise for Customer Knowledge Networks (CKN) offers an innovative approach to ensure cost efficient resolution to customers' questions. CKNs work by leveraging your customers' product expertise. By enlisting "user experts" to share their expertise with others who need it, and escalating an issue to your support staff only as a last resort, CKNs significantly lower the volume of costly support incidents while preserving the quality of service.
The CKN captures each interaction and automatically builds a reusable knowledge base to provide immediate answers to similar customer issues in the future. Furthermore, the CKN's built-in analytic tools enable you to gain greater understanding of your customers' issues, needs, and experience. This insight can be used to proactively address root causes of support incidents and make key product decisions.
The Benefits of an AskMe Enterprise CKN Solution:
-
Lower your support cost by reducing the number of issues that are handled by your support staff.
-
Increase customer satisfaction by immediately providing them with resolutions.
-
Increase customer insight from the feedback directly provided by customers, as well as through their usage analysis.
Learn more about AskMe Enterprise
Learn about another AskMe solution: AskMe Enterprise for Professional Services
