Powering Unlock The Full Potential of Your Support and Help Team with Portal
Vision Document
Support
Contents Why Organizations Need a Help Support Portal?
4
Meeting Customer Needs with Convenience
4
Easy Access to Documents, Manuals and Other Data
4
Resolve Customer Request or Queries with Ticketing
4
Emails & Calls are Time Taking and Needs Manual Efforts
5
Automation of the customer handling process
5
Benefits of having a Support Portal
7
Simplifying Latest System Update Notification
7
Automated Conversation with Bots
7
Build your own community
7
Ticketing System: Personalizing Interactions
8 9
Benefits of Ticketing System: Efficiency in Handling Customer Communications
9
Routing Requests to Experts
9
Prioritizing Customers First
9
The Speedster to Resolve Customer Requests
9
Dealing Customers With Professionalism
9
Automated Updates to Customers
10
Records of previous communications with each customer
10
Statistics and Analytics Possibilities
10
Other Benefits of a Help & Support Portal
11
Set up Agents for Success
11
Facilitate Teamwork
11
One Solution for Voice, Chat and Email
11
Turn Any Device Into a Phone
11
Turn Interactions Into Insights
11
Portal is Limitless! Explore it the most
12
Vision Document
Support Portal
3
Why Organizations Need a Help and Support Portal? Meeting Customer Needs with Convenience
Customers posses a need to have complete knowledge of the product or service they consume or operate. Whenever they are stuck or seek help in handling these enterprise offerings, it becomes necessary for them to reach the enterprises and get their queries resolved. This way, they can come up with their questions and queries anytime, which are supposed to be met. Dealing with these manually through calls and emails consumes a lot of time along with resources. Even then, it is difficult to render complete satisfaction and efficiency. A portal automates this process and enables the users to get help any time they want. It also has a knowledge base that is accessible to users.
Easy Access to Documents, Manuals and Other Data
There are certain utility documents that are necessarily required for customers, like user guides, product manual, setup guides and many others. Customers needs to access these documents and also keep them safe and secure. In the absence of a dedicated portal, they often misplace such documents. But with the portal, they will be able to locate this information right on the portal and access it directly by logging in. Admin can also design the Help & Support Portal that has some general documents available to users without logging in.
Resolve Customer Request or Queries with Ticketing
When clients have their engagements with enterprises, it is quite obvious for them to have some questions, queries, request or complaints. When management of these customers is operated manually, the process of handling these customers becomes complex and requires more manpower. Vision Document
Support Portal
4
Moreover, when the number of customers rises, situations gets out of control. A portal facilitates organizations to empower their customers by giving them a direct access to submit tickets. Employees can address these tickets instantly and resolve customer requests within a short span.
Emails & Calls are Time Taking and Needs Manual Efforts
When the customer interaction is managed on the call, emails and office visits, there’s a lot of inconvenience. It also exhausts time and resources of customers and employees. In certain cases, organizations have to setup a separate department to respond to such emails and calls. Here, ticketing system of portal can help organizations to smoothen the process and trim down the resources. Portal replaces these emails and calls with an efficiency oriented operation driven by its easy ticketing system as well as live chat options.
Automation of the Customer Handling Process
The best feature of a Help and Support Portal is the automation in general operations that most organizations are handling manually. A well-designed portal can manage numerous customer engagement activities that are managed automatically by the portal. Chatbots, auto information updation and various other features automate your enterprise operations by managing customer interaction without human intervention. It also keeps the latest product updates and product related information that is available 24*7 to customers and can be accessed from the portal.
Vision Document
Support Portal
5
Features that are needed in a Support Portal also Suffice Your Business Processing
Needs by Having Better Understandings and Insights of Customer Requirements
Benefits of having a Support Portal Minimize the queries and request load and enable customers to self-serve. Save manpower and drive them to other productive involvements. Render complete satisfaction to customers by empowering them with self sufficiency. Accelerate the customer resolution process that hinders business operations. Automate the customer query resolution process. Better your business engagement with community features Create a cooperative environment where customers collaborate to help themselves.
Simplifying Latest System Update Notification
Often it happens that there are certain maintenance work under process. At this time, users face
technical issues if they try operate the system and drive its features. Another issue that users face is,
difficulty to operate the system after a change/update of certain features and functionalities as well as addition of new features.
Automated Conversation with Bots
Bots are the most useful tool for enterprises that add unmatchable value to assist their customer base. It automates the process while taking your manpower away from the first door. While developing a
portal that will render support to your customers or clients, live chat integration proves to be a must have feature. With this, users can get answers of their required information and assistance from the
chats, which are handled by bots at the backend. These bots are capable enough to handle all your
customer queries. For the requests or queries that are complex and need involvement of an employee, chatbot will escalate the conversation to them via email or other system decided medium.
Build Your Own Community
A dedicated Help and Support Portal enables customers to engage in discussions with your team and each other. They can ask and answer questions, suggest and comment on ideas, file and solve prob-
lems, all through a common platform. Setting up personal user community of your enterprise brings a platform for interactive communication that betters the relationship and bonding between customers and employees.
Vision Document
Support Portal
7
TICKETING SYSTEM: PERSONALIZING INTERACTIONS For questions that need personal attention, customers can submit tickets from the dedicated portal from Help and Support. It allows the customers to raise their queries, requests, and complaints through the ticketing system and forward it to the enterprise employees. These employees can also address these tickets directly through the portal and meet their needs. They can also track their tickets' statuses or respond to your team's comments from the same interface.
Benefits of Live Chat option Powered by Chatbots: Faster problem resolution Customer convenience Proactive outreach Discover customer pain points Reports and analytics Improve customer service and loyalty Reduce expenses and betters conversion rates. Increase sales by providing full product information.
Vision Document
Support Portal
8
Benefits of Ticketing System: Efficiency in Handling Customer Communications
Ticket system of Help and Support Portal facilitates organizations to respond to customer requests with lesser efforts than any other customer resolution systems. Increased efficiency means, specific attention to assist and take care of of your customers’ requests. Most importantly, this efficiency also includes minimum mistakes, which will make your customers grateful for this.
Routing Requests to Experts
Every customer has different needs and each of your support executive has a different area of expertise. Ticketing facility allows enterprises to make use of specialties of their employees. It also helps organizations to identify speciality of each employee, and supplement that expertise with extra training. Help and Support Portal can allow customers to select the topic for their request that will routed to the specified expert employee. If a customer chooses a wrong category, the employee who gets the request can reroute it to the proper person who has better grip about the subject. This way, customers will be appreciative of the process, even if they are unaware about it, as the system will them in getting helpful answers that are quick and accurate every time.
Prioritizing Customers First
A ticketing system prioritizes requests from customers and implants an interactive communication platform where employees and customers can connect. This system can be designed in a way that crucial requests from customers would be addressed first and would be placed prior to than other tasks.
The Speedster to Resolve Customer Requests
It is reasonable that customers expect their support requests to be answered at the earliest. For certain cases, they may wait for few minutes, or even for a couple of hours, but they also don’t want to wait for days or even longer.
Here, the ticketing system combines a streamlined organizational conversion process with efficiency to create speed. This enables organizations to respond to requests quickly, even with less support staff.
Dealing Customers With Professionalism
The value of professionalism in the world of business is more than just a discipline and it has huge importance. Customers will never indulge into business with a company if they don’t treat them professionally.
Vision Document
Support Portal
9
Various outfashioned ways, email support systems, and other manual support systems, give off a feeling of unprofessionalism. Whereas, a well-designed ticketing system will be seen as improvised and advanced approach. When an organization ensures that all the probable customer questions and queries are enlisted and customers are able to send their request through tickets, it renders complete satisfaction to them.
Automated Updates to Customers
Customers have a choice and right to know what’s going on in the organization. A ticketing system can update customers automatically when there is a necessary update. It will directly send notification to their account system, in case of new briefings or updates from the organization.
Records of previous communications with each customer
Customers don’t like to repeat same thing again and again. But with the help of a ticketing system, organization can track all previous communications that they had with a customer. It also assists them to identify whether the customer is facing the same issue again. This provides the employees with a handy and helpful information that prevents them from asking many questions from the customer repeatedly. It also saves time and money for you and your customers.
Statistics and Analytics Possibilities Apart from keeping records of actual communications, enterprises can also ask questions, feedbacks or conduct surveys on customers at the end of support session. It will enable the organizations to collect data and perform analysis on different factors like, how supportive your support team is and how happy your customers are with your support system. This also helps organizations to generate reports on most frequently asked questions, common queries and major stages where customers gets stuck.
Vision Document
Support Portal
10
Other Benefits of a Help & Support Portal Set up Agents for Success
Turn Any Device Into a Phone
pops give your agents instant access to contex-
your employees’ web browser into a phone.
With Help and Support Portal, native screen tual Portal data, including the caller’s user
record and tickets. This empowers agents to provide personalized interactions and eliminates the need to ask time-consuming or repetitive questions.
The web real-time communication facility, turns Thus, Portal enables agents to respond to customer requests from any location. It also eliminates time taking procedures like hardware, maintenance and set-up time, while allowing
enterprise to focus on organization’s resources to deliver exceptional customer service.
Facilitate Teamwork
Sometimes it takes more than one agents to
Turn Interactions Into Insights
easy for multiple agents to collaborate. When
interaction to render any help and support, Sup-
help your customer. Support Portal makes it selecting a colleague to transfer a call to, an
agent can see an individual’s real-time presence along with their status and activity indica-
tors, current interaction count and estimated
Every interaction matters. That’s why, for each port Portal saves the interaction details. This
enables you to leverage Portal reporting to gain visibility into the entire customer journey.
wait time. With this information, the first agent can ensure that the second agent is available or that the queue is not overwhelmed; so your customer doesn’t get transferred into a black hole.
One Solution for Voice, Chat and Email
In an enterprise, agents handle phone calls,
email messages, office visits —or a combination of these channels—and need to run multitasking
management on these channels at a moment’s notice. Support Portal is a unified solution that supports
omnichannel
interactions
directly
within Portal. It leverages robust Portal functionality, such as prompt responses and interaction history.
Vision Document
Support Portal
11
Portal is Limitless! Explore it the most A support portal comes with endless possibilities that enterprises can explore while making it the most dynamic feature.
Follow the steps below to set up and configure your organization’s Support Portal.
Step 1.
Enable Your Help and Support Portal
Step 2.
Enabling Help and Support Portal Login and Settings
Step 3.
Customize Your Help and Support Portal Fonts and Colors
Enable your Help and Support Portal so that you can begin customizing it.
Configure the settings and communication templates of your Help and Support Portal.
Customize the fonts and colors of your organization’s Portal pages to match your organization’s branding.
Step 4.
Customize Your Portal Tabs
Step 5.
Customize Your Portal Pages
Step 6.
Review Setup Tips and Considerations for Portal Pages
Step 7.
Customize List Views
Step 8.
Customize Search Layouts
Step 9.
Set up Case Assignment Rules
Optionally, choose tabs and the order in which they display to Help and Support Portal users.
Define page layouts for your Help and Support Portal.
Review set up tips and considerations for your Help and Support Portal pages.
Customize the list views available to Portal users.
Customize the search layouts available to Help and Support Portal users.
Set up case assignment rules to automatically assign cases created by portal users to Salesforce users and queues.
Step 10.
Create Workflow Alerts
Create workflow alerts to automatically respond to portal users when they create a case on your Customer Portal.
Vision Document
Support Portal
12
Step 11.
Configure User Access to the Customer Portal
Step 12.
Grant High-Volume Portal Users Access to Objects’ Records
Set up specific user functionality before enabling users to access your Customer Portal.
Set up the level of access high-volume portal users have to objects in your Customer Portal. This is only necessary if you plan on using high-volume portal users.
Step 13.
Share Records Owned by High-Volume Portal Users to Salesforce Users
Choose which Salesforce users can access records owned by high-volume portal users. This is only necessary if you plan on using high-volume portal users.
Step 14.
Enable Your Customer Portal for User Login
Step 15.
Add the Customer Portal URL to Your Organization’s Website
Turn on your Customer Portal for users.
Add the Customer Portal Login URL to your organization’s website so that your customers can navigate to the portal.
Step 16.
Enable Contacts and Person Accounts to Use Your Customer Portal
Enable your customers to use your Customer Portal and provide them with a Customer Portal username and password.
Vision Document
Support Portal
13
A
Customers
CRM
Contact Module
Website
Customer Concerns
Authenticate User
User
Authenticate User
Portal SignUp Verified User Portal Login
Make KB Compulsory?
No
Yes
Find Solution from Knowledge Base
General Case
Added in CRM
A
No
CRM
Solution Found?
Case Details
Solution Related to Case
Yes
Customer Satisfied
Case Assigned to CRM User
CRM User
Add Probable Solution
Reopen Case & Add Query
Add Comments
No
Issue Solved?
Case Closed
Yes
Feedback
Customer Satisfied
Engage Smarter.
Add Value to Your Support System Base Through CRMJetty Portal. CRMJetty is a business intelligence solution provider for corporates across all the industries. We specialize in CRM applications with major technologies like Microsoft Dynamics, Salesforce, SugarCRM, and SuiteCRM. Our next generation solutions add improvisation to your process to make it more productive, costeffective, user-friendly and customer oriented. Tour crmjetty.com to learn more.
For more information, connect with us at: Phone:
US : +1 (408) 329-9693 UK : +44 20 3893 2693
India : +91-91067 47559 Email: sales@crmjetty.com
Copyrights. All Rights Reserved CRMJetty.