PowerHelp Self Service Portals

PowerHelp's self service module is a one-stop solution that allows customers to create new requests/calls, review their history of open and closed calls and search for published customer knowledge.

PowerHelp Advantages:

• Seamless Integration - Requests that are created using the self service module are automatically posted and viewable for action in the agent mode. System notifications are sent to inform agents that new calls have been created by customers.
• Reduce Costs - Implementing a self service module allows your organization to focus on critical and pressing issues, while providing your customers an avenue to create requests that are not critical in nature.
• Enable Customers to provide their own service - Customers are now empowered and do not need to be frustrated by waiting on hold for simple updates on existing requests. They can search published customer knowledge that can allow them to start troubleshooting their own issues.

Self Service Features:

• Allow Customers to Enter Calls  - Provides the ability to allow customer to enter new support calls and requests. A very simplistic view of the call taking process is provided for the customer to enter pertinent information. Once a call is created, the customer can add related attachments and add new comments. Seamless transitions allow for notifications to be passed via email technology to the representative and the customer as well. The entire support cycle can take place through the customer self service feature.
• Searching Capabilities - Customers can be proactive by reviewing their open and closed call history.
• Proactive Self Resolution with Knowledgebase - Self resolution allows the customer to become proactive in finding possible solutions to their issues. Our knowledge search allows the client to post knowledge articles and information to their customer that allows the customer to start troubleshooting their issues.
• Additional Capabilities - In addition to the standard functionality, the Self Service Portal can be transformed to fit your company's marketing color scheme and present company logo schemes. We can tailor the page to fit into your intranet or existing web page layouts. The Self Service Portal can also become the one stop shop for all customer needs by integrating to existing applications for self service such as password reset applications.