The Service Expansion KIT
Our Unique Flagship product:
It is designed to e-enable your business, to quickly e-xpand your customer service and support capabilities by adding an Internet-based helpdesk & support channel (similar to the one you are using right now)
Customer Service Enhancement e-Xtension:
Gone the days where this had to be a complex IT / Technical project that needed a full-time IT team in order to implement and maintain it.
Service would include , installation and customer service / online process development ( Tickets process, tickets stages: Open, Closed, on hold, reopened etc..., problem or issue /request escalation process, follow-up process , resolution process, defining priority, reporting / performance management , skill-set , setting the knowledge base, the answers , canned answers, coaching and training for staff - setting the customer's process and interface - linking with e-mails and auto replies. )
Your customers will love you for it!
It will add equity to your brand
It will portray your company as a company that cares more about its customers
Online customer service is more efficient and much faster and chaeper than other service channels like the call center or face-to-face customer service, although it can complement them and integrate with them too for an even more superior service for your customers.
This Service Expansion KIT has 3 components
The full kits provides full service expansion and better service experience for your customers, but you have the full liberty of getting only one component, or the full kit, you can even mix and match any two of them as you wish and in any order you like.
As you know, in order to have an efficient and high-quality customer service, you need to look at the 3 main angles of the “triangle of service success”:
The order of the above 3 elements differs from one organization to another, but you need to be good at all three and properly align them, if you are really serious about good customer service.
1. The Online Service Desk Tool
This is not the complicated IT or the too much technical issue that it used to be in the past. We can install a fully functional instance for you only in a few days.
You have the choice to:
a. Have it installed as an extension of your existing website
b. Have it on a new dedicated website (you pay the software license fee only once
which is typically around $80 to $300).
c. Have it hosted and managed online or on cloud hosting (where you will pay either a monthly hosting fee or pay-per-service agent, depending on the plan that you choose)
Each method has its pros and cons, and we will be more than happy to discuss them further with you.
2. The “service process” consultancy
This is our unique flagship service. It is a one-to-one customer service consultancy package.
The “Devil is always in the details”. We don’t want devils or bad surprises in your service. This is also the most common reason for customer complaints. Get it right and you will outperform and eclipse your competition. The tool alone will not give you or your customers the full benefit unless the service process is tweaked or re-engineered. Some new business habits need to be created. (Don't worry, we do not mean something complicated; we mean habits like: answering customers’ inquiries within a reasonable and agreed-upon time frame, or having certain escalation and quality checks in place, etc.)
3. The Service Training and Coaching Program
The final component of the Service Expansion KIT is the quick "mainly e-learning" training and coaching program to ensure that your service personnel are ready to provide excellent and speedy customer service, and are fully aware of the new system, how to use it as well as the change or update in the day to day processes such as: escalation and resolution etc....
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