What if your customers could manage profile data, find answers to problems, and request and manage customer support cases via a modern, easy to use internet portal?
Investments in post sales service can be a dual-edged sword. Spending too little in this activity can lead to low levels of customer satisfaction and retention, while spending too much on customer service can drag down profitability. Enabling customer access to self-service resources is one of the few things companies can do that addresses both of these issues.
By enabling customer self-service, your company will be able to lower support costs, improve customer satisfaction, improve loyalty/retention and increase overall business results.
If you answer yes, to any of the following questions, customer self-service could help:
Do you have a formal customer support (case/ticket) system?
Are there common questions that your support team answers repeatedly?
Do you have an internal knowledge base?
Are you trying to reduce customer support effort and costs?
SugarCRM’s built-in portal enables customers to find answers, and manage customer support issues that otherwise incur company effort and cost. By giving customers the power to search knowledge bases, create support tickets and track resolution progress, the number and average effort of support cases can drop significantly. This capability can decrease response times and increases overall customer satisfaction while minimizing support costs.