The
Business Challenge
For
anyone in the business of providing customer support, maintaining
high levels of customer satisfaction by keeping waiting times
low and providing rapid, accurate responses has long been established
as a critical success factor to high customer retention along
with good customer service. Ironically, as customer loyalty become
even more important in today’s business environment, support
centers have difficulty staffing to business needs when the need
demands it. Inadequate staffing levels ultimately impact the customer,
in the form of longer wait-times, a problem that further escalates
if the service employee spends time explaining delays.
Web
self-service technology therefore, is a solution that is becoming
a necessary alternative to enhancing the customer care and support
function. Apart from offering great potential for operational
cost efficiencies and operational effectiveness, embracing the
internet as a delivery vehicle also reduces administrative and
technical errors. While web self-service will never replace the
value of a personal interaction from a customer representative,
there are substantial parts of customer support where web-self-service
is very appropriate. For standard procedures such as inquiries
into accounts, status of delivery, progress of an ordered service
or product, providing access to information on-demand to customers
satisfy the crave for 24/7 support without placing a support call.
Implemented correctly, web self-service requires little or no
customer orientation and instruction. It is also beneficial especially
in situations that enable customers to self-diagnose a problem,
or enable them to initiate, and to track the status of a trouble
ticket or reported problem. The convenience of web self-service
to a customer and the value of that convenience in customer retention
ensure that the Web will be a critical component of a customer
service or customer support strategy.
A
company’s foray into employing web self-service technology
is not without its technical challenges. Excessive licensing and
implementation costs contribute to delays in acceptance, as are
the complex deployment schedules for wide use within a company.
The customization efforts that are common in tailoring such systems
to business needs quickly add costs to the effort that sometimes
surpass the cost of the products used. How adaptable implementers
will view the supporting products to capture the information needed
will also be a factor in determining if the selected solution
is a compliment to the overall business process.
NYF Response
Technology
from NYF Systems can implement help desk and tracking
systems to enable customers to interact effectively with product-
and service-oriented companies. Our Aegis product portfolio serves
companies in telecommunications, banking, healthcare, insurance,
automotive, retail industries and more with efficient customer
care and post sales support solutions.
With
Aegis Help Desk, you will implement a shared repository of customer,
product and service history information for use by your employees
across multiple departments. Linkage to customer information,
purchase information, post-sales support requests and status of
progress helps your customer care team to quickly make decisions
that are accurate and consistent, at the same time rendering a
prompt service to the customer.
The
Aegis Help Desk client web access facility enables customers to
log on to the system using a browser such as Internet Explorer,
to initiate support requests and to periodically check progress
with around-the-clock convenience. Web-enabled customer self-care
such as those that can be provided by Aegis Help Desk will help
customers with instant retrieval of information limited by what
you information you allow them to see. Implemented correctly a
web self-service facility from Aegis requires little or no customer
orientation and instruction. This alternative delivery method
significantly reduces costs for product and service support. As
demand increases, this self-care facility presents a greater benefit
in that you may not need to increase support staff – simply
obtain additional client web access licenses as you need them
and grant new customers online access to submit queries or applications,
review status, transactions or records. Furthermore, web front-end
technology from Aegis Help Desk enables your support team to be
distributed, whether they are working at a company location, home,
or airport, and does not require a client version to be installed
on their computers.
The
usage information captured by Aegis Help Desk systems can help
you track responsiveness as well as cost of product and service
support, to contribute to improvement in services provided to
customers.
Deployment
of Aegis Help Desk is easy and cost effective. Aegis products
are built to grow with your business, as you expand the number
of employees using the system, and as you expand on the information
you capture. The attributes and reporting mechanisms can easily
be tailored to your specific business needs if desired. Additional
fields or attributes required can be defined in a few simple steps.
Or simply use the setups we provide to immediately see the value
of your investment.
To
learn more about Aegis Help Desk, click here.
For testimonials of customers who have used Aegis as part of their
support strategy, click here.
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