| Customer Support | | | | Making
Customer Service a competitive edge. - Executive Summary | Business
As technology continues to infuse every facet of life, the trend towards online
self-service is increasingly becoming the norm. Given the increased pace of interactions,
communication, and commerce, time spent waiting seems all the longer. Customers
enjoy how quickly they can search a company's Web site to purchase a product.
They also expect the same ease and efficiency in receiving customer support. In
the past, people were accustomed to waiting for customer support. Telephone support
took a step towards automation by offering pre-recorded lists for customers to
help themselves. This might have made life easier for the help desk assistant,
but it was ultimately very irritating for the frazzled customers on the other
end.
As much as 75-80% of service delivery costs are specific to service
resolution process. While there has been some effort to introduce support content
through searchable knowledge bases, the full potential to optimize the most costly
component of support and service delivery has not yet been fully realized.
Alertforce Support is a fully web based solution as today, more and
more companies choose to enjoy their software as a Web service, meaning that the
Software vendor - Alertforce Support - hosts the software in a secure environment
and the customer access the software through a Web browser.
Professional
Customer Care is the need of the hour and Customer Support Management remains
a growing requirement. Between the very large "CRM" systems and the average customer
Alertforce Support is a simple to use and effective online system. Alertforce
Support transforms the way the current conventional Support Systems are functioning
by enabling them to a follow a fully automatic, state-of-art professional online
and on demand Support solution.
Return on Investment (ROI) for enterprise
software is measured by four components Cost, Time, Risk and Value and our solution
is well suited to match these dynamics by :
 |
Lowering Total Cost of ownership | |
Lowering up front costs compared to all traditional CRM systems |
|
Lowering ongoing Costs | |
Fast Implementation - within couple of weeks ! |
|
Creating a fast Vendor Response System as Alertforce is a Web based solution and
it can offer immediate on-demand response. | |
Eliminating Risk of Failed Deployment Completely |
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Providing maximum Uptime and Security Guarantee | |
Providing Full features for a 24X7 on demand fully flexible Customer Support |
|
Letting you scale up and add modules as you scale up without any downtime
or additional installation. | | | |
Alertforce is completely online, ready-to-use
and *pay-only-for-use Customer Support software.
The first of its kind in India, it enables companies to fully automate their customer
support activities, from registering customer complaints 24X7, organizing customer
support resources, tracking progress of tasks given to Customer Support Staff,
to delivering weekly and monthly reports.
In doing so your company improves
its customer service and gains a competitive edge over rivals. |
| | | Why Alert Force
? |
 |
Easy to Afford
Total Cost of Ownership for Alertforce
is far lower in up-front and ongoing costs, making Alertforce clear choice above
the competition | |
Easy to Deploy
Fully functional system within
two weeks ! | |
Easy to Use
Simple and powerful User Interface
makes a very low learning curve | |
Easy to Grow
Easy addition of features and functionality
with zero downtime. | | | |
| Features : |
 |
Fully Customized 24X7 on demand support via Web, SMS and Email -
All automated !!! | | Automatic
ticket assignment based of self configurable rules. |
| Track,
route and manage customer support requests through a Trouble Ticketing
System | | Self
Manageable User Maintenance and Escalation definitions |
| Self
Designed User Interface | | Instant
Real-time Chat Support | | Dynamic
Web Interface for your Customers, Partners and Resellers |
| Support
and Escalation Tracking Metrics Reporting |
| Self
Service Knowledge base | | Dynamic
Survey Creation and Management | | Customer
Contact Management | | |
| | | | | *Pay-for-use
means you can login on the Internet, use the Customer Support software for a nominal
subscription fee and can stop using it whenever you like. This way, you minimize
the risk of investing large sums of money in custom-built software and the worry
of whether it will deliver to your satisfaction or not. |
| |
| Alertforce enables your company to: |
 |
Take customer complaints through web, email and SMS automatically |
|
Automatically assign jobs to attached representatives |
|
Track progress of job status and raise alerts if jobs are delayed |
|
Define and Track escalations | |
Make detailed weekly and monthly reports and analysis on complaints and their
status. | |
Stay close and connected to customers through a custom-built chat |
|
Maintain a knowledge base of customers, their complaints and needs |
|
| Highlights: |
|
Deployed On Demand | |
Pay only for as long as you use | |
Easy to use, No training needed | |
Facility for Voice and SMS complaints | |
Fully scalable and customizable | |
Full functionality of a 24/7 Customer Service cell | |
| What
this means for you: | |
Reduced Product Down time | |
Reduced Waiting-Time for complaints -better service |
|
Reduced costs of owning IT solution | |
Improved customer satisfaction and customer relations |
|
Competitive edge over customers-better business | |
| |