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IPEG have developed and
implemented an advanced web-based
Customer Service and Support
application. The system routes web
visitors seamlessly through
self-help and personal email
assistance........
 The
self-learning knowledge database
uses a web-based
natural-language search interface
and prioritizes problem-resolution
solutions for customers. If a user
cannot find a solution to a particular
Product or Category in the
Knowledgebase, the administration
engine enables customers (or
internal staff) to communicate via
email directly with expert Product or
Project Managers (world-wide). The
customer then receives a personal
email from the assigned expert while
simultaneously the Knowledgebase is update with the solution to the original
question. The Knowledgebase also tightly integrates with the client's existing web site
product information and literature archive. For key customers, privileged access to
dedicated areas of the Knowledgebase can be established.
The system also permits the rapid resolution of technical, equipment and application
questions and issues, from anywhere at anytime. Also, the Customer Service and
Support application reduces human intervention in the support and service process,
resulting in decreased costs while increasing service speed and capacity.
As well as dramatically improving customer service, producing higher levels of
customer satisfaction and offering a great competitive advantage, we anticipate the
system can vastly accelerate the process of sharing information currently held by a
limited number of experts throughout an enterprise.
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