Providing Exceptional Customer Support Online
Customers
are becoming more demanding, expecting business solutions not simply
sales propositions from their sales contacts. At the same time the
sales function is being stretched. This requirement for more strategic
selling with less available resource, results in many of the routine
sale support tasks being fulfilled by internal telephone based teams or
an increasingly dedicated customer extranet. Moving much of this
support online makes sense, not only does it provide a service 24 hours
a day, but as a result of most of the functionality being automated,
significant savings on resource and time can be achieved. Allowing your
customers to help themselves, allows you time to pro-actively develop
the high potential accounts, thereby optimizing your sales resource.
What we do
ETHOS
KM’s customer extranet solutions range in size and functionality. They
start from simply providing sales information, product support and
advice, to fully integrated systems that support account enquiries,
online ordering and order tracking. We have also worked closely with
our partners to ensure best practice sales processes inform the design
of the interactive modules and user screens.
Our customer extranets offer the following modules:
- Secure Access Module, supported by user name and password control (fully automated)
- Personalization and Profiling Module, that delivers a personalized online environment for each and every customer
- Sales Support Module, including downloadable brochures, fact sheets etc
- Product Information Module, including specification sheets and technical support
- Product Selector Module, helping the customer to make the right purchasing decision
- Secure Customer Purchasing Module, for ordering products or services
- Detailed Activity Report Module, showing where your customers are going on the site
- System Integration, with back office systems to provide account or delivery information
This offers you the following benefits
- The ability to offer a highly personalized online environment, where your customers feel special and valued.
- The ability to support secure online ordering 24 hours a day, 7 days a week, 52 weeks a year, from any location over the web.
- The
ability to reduce the level of resource required supporting your
customers, by providing online many of the customer service, technical
support and sales enquiry functions traditionally provided by telephone
or face to face sales support.
- The ability to track customer
activity and then undertake data mining, building a valuable database
of information that can help you market and sell your products or
services
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