The key to a company's success is service - customer service and customer support. Whether your customers are internal, external, or channel partners, good relations are pivotal. Competition is fierce and clients have a range of options before them; excellent service standards will help attract customers and acquire business. Lay the groundwork for building customer loyalty by implementing web-based FuseTalk forums as a component of your service and support strategy.
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Opportunities
Customers:
- Support/service FAQs
- Preliminary product/service information publishing and discussions
- Augment tech support software with customer feedback and ratings
- Sales support, warranty and policy forums
- Interactive documentation online (allow discussions around documentation or elements of documentation)
Channel Partners:
- Secure portal for safe discussions with channel partners
- Reduce costs/effort to support and service channel partners
- Relationship management through support forums
- Provide partners with separate branded forums as a value add (available at no cost with Enterprise)
Internally:
- Process/work function forums
- Committee portal and central location for meeting minutes
- Ideas/tips/suggestion forums
- New service/product discussions
- Expertise based forums: "ask the experts"
- Flow through publishing from suppliers
- Event publishing and contact information
- Company supported enterprises such as sports, charitable and/or community centric initiatives
- Integrate with other software, databases and processes with robust API
- Use authentication for single sign-on and easy startup
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Benefits
- Express yourself within central, "always on" discussion forums or blogs
- Preserve and grow your intellectual capital
- Capture, share and improve upon ideas, tips, tricks, expertise and documents
- Help customers and colleagues by answering questions to the benefit of everyone
- Put an end to the noise and discontinuity of disparate communication systems
- Publish company, product and service information "once" to the utility of "many"
- Create a self-service environment that reduces effort and costs
- Solve many problems and unearth many opportunities with just one software solution
- No computer skills needed to deliver high ROI solutions
- A greener way to go
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