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Today, many customers want to avoid wait times and use self-service tools to address their issue or request. Meet this desire more effectively by delivering an experience that avoids the creation of a case. Self-service options like a knowledge base and automation tools may be presented through multiple channels such as a customer portal or virtual agent chat.
Customer needs vary and taking a one-size-fits-all approach rarely produces the best customer experience. Personalizing the support experience streamlines the customer's ability to complete their tasks and fosters more loyalty with your brand. You'll be able to use multiple factors to influence what is presented to the customer.
Support customers where it is most convenient for them by providing an omni-channel support model with intake from email, chat, social media, phone, and portal. You can improve and automate the information collected through each of those channels. Case information can then be automatically categorized and routed to the right team. The experience in each channel may be optimized to the unique characteristics and expectations of those channels.
Help your customers find what they are looking for with a better organized knowledge base and self-service catalog of request forms. Optimize the experience for both searching and browsing to maximize the benefit of these tools for both your customers and your support staff. If you are just starting out and building up the knowledge and catalog available to customers, we can help with that too.
At least half of your customers will depend on search to find what they are looking for on your support site. Don't let them down. Make your knowledge, catalog and other resources more discoverable through search optimization. You'll be able to identify issues with your current content and learn ways to immediately improve and maintain better searchability.
Customer portals that support multiple contacts from a single account will benefit from our contact and access management capabilities. If you allow it, customers will be able to administer their own contacts and manage the permission level of those contacts. Allowing self-service in this area takes a huge burden off of your support team and empowers your customers.