E-Care
Nothing is More Important Than Customer eCare on the Net! Don't let Online Success with No Customer eCare Solutions Destroy your Online Reputation! How can Internet success lead to failure? By not having in a place proven customer care infrastructure to effectively service your online customers. Can you handle 100 customer support or inquiry emails a day? Or 300 emails? What turn around response time will you be able to deliver? 1 hour? 24 hours? 48 hours? What reply time would you expect/want, if you were a customer purchasing from an online business and you needed support? Would 48 hours really be acceptable? How about 24 hours? Online success can actually destroy your business reputation if you are not prepared to handle customer emails. With the speed and ease of internet messages, it takes very little time for a company's reputation to sour online.We provide turn-key Customer eCare solutions that will allow your business to handle almost any level of customer contacts and support requests. Our e-Business Corporate and e-Business Enterprise eCommerce starter kits include our Customer eCare tools. Users of our Customer eCare solution are setup with a 3rd level domain - support.yourdomain.com. This will be the support Link on your website. Customers will have access to your FAQ and Knowledgebase from this URL.

There are currently 3 integrated components that form our Customer eCare solution:

1. eMail Support Archive/Tracking System.
A web-based support email support board that allows one or more support staff to manage, track, search and monitor incoming customers emails. The support board can be accessed from any location - only internet access and a web browser is needed. This system is the core of your Customer eCare.

Features:

EMAIL SUPPORT ARCHIVE/TRACKING SYSTEM FEATURES
Online configuration and operation All operation, editing and configuration of the support archive can be done online. No need to use FTP or edit cryptic config files.

Password protected
Unlimited number of support staff accounts each with their own password, user name and email address.

Interactive archives
Incoming email from your customers appear in an interactive archive. Responses are typed directly in to the archive and emailed back to the customer.

Support ticket tracking/threading
Each new incoming help request is automatically assigned a ticket number. Continuing dialog regarding that subject is contained in a threaded layout under the original help request. Incoming mail filtering. Filters can be set up to channel certain subjects or bouced email to different archives. All archives are accessable to support staff with their single password.

Work Duplication Reduction
Indicators to signal to other support staff members that a certain help request is in the process of being responded to by another support staff member. This reduces that likelyhood of two replies being sent to the same customer by two different support staff members.

New request tracking
Staff members have the option of viewing only those messages that have come in to the archive since their last visit.

Searchable
Each archive is searchable by subject, author and message text Customizabe appearance The appearance of each archive in the system can be configured separately to match the layout and appearance of your website. This is all done online with your browser and a password.

2. KnowledgeBase System.
A knowledgebase is a searchable collection of articles, answers, and/or information that you make available to your customers. You will find that customers have the same problems, questions or uncertainties with your product or service. When you see consistent support emails about the same issue, it's time to add this problem to the knowledgebase. Their is a link on the eMail Support board that allows incoming support emails to be transfered to the knowledgebase system for editing and inclusion.

Features:

Seamless Integration with Archive Support Board.
Simple one-button system to transfer support emails to the knowledgebase system. Allows you to easily create your product or service knowledge base from your customers' emails!

Online configuration and operation
All operation, editing and configuration of the Knowledgebase system can be done online. No need to use FTP or edit cryptic config files.

Password protected
All Knowledgebase editing and creation is password protected. You can restrict these important tasks to the person in your organization who is most knowledgeable or your best writer.

Searchable
Customer can search your Knowledgebase by title, keyword or article text using "any word", "all word" or "exact phrase". Allows quick finding of appropriate articles that will answer their questions.

Revision Tracking
Users can see the date each Knowledgebase arcticle has last been updated. Future versions will allow users to search by revision date.

Customizable appearance
The appearance of the Knowledgebase can be configured to match the layout and appearance of your website. This is all done online with your browser and a password.

3. FAQ (Frequently Asked Question) System.
You've most likely FAQ's on many websites you have visited. Our system makes creating and maintaing your FAQ a snap! Once again, your customer support emails will let you know which questions you receive the most - so you can simply click on a link in the Email Support Archive to transfer the frequently asked question to the FAQ system. You only need to edit/clean-up the question and provide your best answer. It really couldn' be any easier!

Features:

Online configuration and operation
All operation, editing and configuration of the eFAQ system can be done online. No need to use FTP or edit cryptic config files.

Password protected
All eFAQ editing and creation is password protected

Dynamic FAQs
The FAQ page is generated dynamically on each visit to display the latest FAQ updates and information.

Categories
FAQ topics can be seperated into categories which are then displayed on the FAQ page grouped together under their category heading.

Import from Support Archive
Any message or topic from the support archive can be imported directly into the eFAQ system to be edited and added to the final FAQ page.

Customizable appearance
The appearance of the FAQ page can be configured to match the layout and appearance of your website. This is all done online with your browser and a password.