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Customer Support Via Web 2.0

Another cost effective system that takes advantage of Web 2.0 technology I pointed out earlier is ExtraView.  For businesses with less than 1 administrator and 4 CSR's or a total of 5 users, using their Knowledge Base features can make your online support just as functional as the bigger systems I listed in the CRM Chapter:

Knowledgebase (Source: ExtraView)
Let ExtraView streamline your entire documentation process to share information with employees, customers, and partners. With a self services web interface, employees can search for related and current information. Allow collaboration with group editing and commenting.

ExtraView provides dramatically improved and efficient communications, in a collaborative and knowledge-sharing medium that presents business information and working communications in context, over time. Real-time reporting and dashboards allow users to create their own reports and filter criteria for searches into the knowledgebase.

The shortfall for ExtraView is there is no "Live Help Online" feature and while it is something they are considering building into their system, they are not sure as to how long it will be before they make it available.

However it does appear to me if you were to run your ExtraView in an Iframe below your "Live Help Online" image link in the upper frame, you could have the best of both worlds in one support window. This kind of work around would provide a small business with up to 5 CSR user logins and "Live Help Online" with Web 2.0 technologies for automating a number of support tasks.

By now you have undoubtedly noticed I have made numerous references to "Live Help Online" systems.  That is because there is a way to put these systems in place to allow your CSR's to become an active sales force.  I will get deeper into those strategies in the "Putting It All Together & Going For The Gold" chapter.

By now you have probably noticed I have yet to discuss any specific strategies as to how you can turn your support desk into a profit center.  That is primarily because I don't want to cut you short on the subjects you will need to be aware of so you can make an informed decision when it comes time to decide on what support system will best suit your businesses needs as you devise your support desk plan.



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