Help and Support Portal Whitepaper - CRMJetty

1. Powering Support Unlock The Full Potential of Your Support and Help Team with Portal Vision Document

3. Contents Why Organizations Need a Help Support Portal? 4 4 4 4 5 5 Meeting Customer Needs with Convenience Easy Access to Documents, Manuals and Other Data Resolve Customer Request or Queries with Ticketing Emails & Calls are Time Taking and Needs Manual Efforts Automation of the customer handling process Benefits of having a Support Portal 7 7 7 7 8 9 9 9 9 Simplifying Latest System Update Notification Automated Conversation with Bots Build your own community Ticketing System: Personalizing Interactions Benefits of Ticketing System: Efficiency in Handling Customer Communications Routing Requests to Experts Prioritizing Customers First 9 9 10 10 10 The Speedster to Resolve Customer Requests Dealing Customers With Professionalism Automated Updates to Customers Records of previous communications with each customer Statistics and Analytics Possibilities Other Benefits of a Help & Support Portal 11 11 11 11 11 11 Set up Agents for Success Facilitate Teamwork One Solution for Voice, Chat and Email Turn Any Device Into a Phone Turn Interactions Into Insights Portal is Limitless! Explore it the most 12 Vision Document Support Portal 3

4. 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 ser- vice they consume or operate. Whenever they are stuck or seek help in han- dling 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 custom- ers, like user guides, product manual, setup guides and many others. Custom- ers 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 manage- ment of these customers is operated manually, the process of handling these customers becomes complex and requires more manpower. Vision Document Support Portal 4

5. 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 de- partment 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 opera- tions that most organizations are handling manually. A well-designed portal can manage numerous customer engagement activities that are managed automati- cally 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

6. Features that are needed in a Support Portal also Suffice Your Business Processing Needs by Having Better Understandings and Insights of Customer Requirements

7. 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

8. 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

9. Benefits of Ticketing System: Efficiency in Handling Customer Communications Ticket system of Help and Support Portal facilitates organizations to respond to cus- tomer requests with lesser efforts than any other customer resolution Increased efficiency means, specific atten- tion to assist and take care of of your cus- tomers’ requests. Most importantly, this effi- ciency also includes minimum mistakes, which will make your customers grateful for this. 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 ad- dressed first and would be placed prior to than other tasks. systems. The Speedster to Resolve Customer Requests It is reasonable that customers expect their support requests to be answered at the ear- liest. 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. Routing Requests to Experts Every customer has different needs and each of your support executive has a differ- ent 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 train- ing. Help and Support Portal can allow cus- tomers to select the topic for their request that will routed to the specified expert em- ployee. If a customer chooses a wrong cat- egory, the employee who gets the request can reroute it to the proper person who has better grip about the subject. This way, cus- tomers 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. Here, the ticketing system combines a streamlined organizational conversion pro- cess with efficiency to create speed. This enables organizations requests quickly, even with less support staff. to respond to 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

10. Various outfashioned ways, email support systems, and other manual support sys- tems, 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. Records of previous communicat- ions with each customer Customers don’t like to repeat same thing again and again. But with the help of a tick- eting system, organization can track all pre- vious 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 custom- ers. Automated Updates to Customers Customers have a choice and right to know what’s going on in the organization. A ticket- ing system can update customers auto- matically 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. Statistics and Analytics Possibilities Apart from keeping records of actual com- munications, enterprises can also ask ques- tions, feedbacks or conduct surveys on cus- tomers 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 organi- zations to generate reports on most fre- quently asked questions, common queries and major stages where customers gets stuck. Vision Document Support Portal 10

11. Other Benefits of a Help & Support Portal Set up Agents for Success With Help and Support Portal, native screen pops give your agents instant access to contex- tual Portal data, including the caller’s user record and tickets. This empowers agents to provide personalized interactions and elimi- nates the need to ask time-consuming or repet- itive questions. Turn Any Device Into a Phone The web real-time communication facility, turns your employees’ web browser into a phone. Thus, Portal enables agents to respond to cus- tomer requests from any location. It also elimi- nates 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 help your customer. Support Portal makes it easy for multiple agents to collaborate. When selecting a colleague to transfer a call to, an agent can see an individual’s real-time pres- ence along with their status and activity indica- tors, current interaction count and estimated 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 cus- tomer doesn’t get transferred into a black hole. Turn Interactions Into Insights Every interaction matters. That’s why, for each interaction to render any help and support, Sup- port Portal saves the interaction details. This enables you to leverage Portal reporting to gain visibility into the entire customer journey. 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 function- ality, such as prompt responses and interaction history. Vision Document Support Portal 11

12. 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 Enable your Help and Support Portal so that you can begin customizing it. Step 2. Enabling Help and Support Portal Login and Settings Configure the settings and communication templates of your Help and Support Portal. Step 3. Customize Your Help and Support Portal Fonts and Colors Customize the fonts and colors of your organization’s Portal pages to match your organization’s branding. Step 4. Customize Your Portal Tabs Optionally, choose tabs and the order in which they display to Help and Support Portal users. Step 5. Customize Your Portal Pages Define page layouts for your Help and Support Portal. Step 6. Review Setup Tips and Considerations for Portal Pages Review set up tips and considerations for your Help and Support Portal pages. Step 7. Customize List Views Customize the list views available to Portal users. Step 8. Customize Search Layouts Customize the search layouts available to Help and Support Portal users. Step 9. Set up Case Assignment Rules Set up case assignment rules to automatically assign cases created by portal users to Sales- force 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

13. Step 11. Configure User Access to the Customer Portal Set up specific user functionality before enabling users to access your Customer Portal. Step 12. Grant High-Volume Portal Users Access to Objects’ Records 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 Turn on your Customer Portal for users. Step 15. Add the Customer Portal URL to Your Organization’s Website 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

14. A Customers Website CRM User Contact Module Customer Concerns Authenticate 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 Yes Solution Found? CRM Case Details Customer Satisfied Solution Related to Case Case Assigned to CRM User Add Probable Solution Add Case Closed Comments CRM User Reopen Case & Add Query No Yes Feedback Issue Solved? Customer Satisfied

15. Add Value to Your Support System Base Through CRMJetty Portal. Engage Smarter. CRMJetty is a business intelligence solution provider for corporates across all the indus- tries. 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, cost- effective, 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.