Web self service

Web self service is a popular and inexpensive way for customers to find solutions for their service problems.  As an approach it can be economical and effective: provided it works perfectly smoothly. 

Many clients use Informavores and our Firefly software to create and deploy tailored web self service solutions, often in conjunction with helpdesk troubleshooting support.

Typical solutions

With Firefly we support clients with a range of customer self service solutions, including:

• Troubleshooting technology issues (e.g. "I can't log in to the network - help!")
• Diagnosing customers' problems with products (e.g. "My modem won't work - how can I fix it?")
• Medical diagnostic tools (e.g. "I have a headache - what's causing it?")
• Online product selection (e.g. "Which version is right for me?  What features do I really need?  What will it all cost?")

Using Firefly, client analysts (or our consulting team) can create a dynamic customer experience - as easily and quickly as a content management system creates static content.  Our applications will:

• 'Script' and 'publish' online customer interactions, allowing for an individualized experience depending on the end customer's needs and interests
• Draw on, or push data to, client, quotation, product or other existing databases and applications
• Perform complex calculations, including quotations or advice related assessments
• Generate individualized outputs for the customer, documenting the experience or decisions made
• Initiate messages or workflow requests - e.g., call-back - and pass on client information to the relevant staff member; and
• Keep an audit trail of what's happened, either for individualized record keeping (customer X received advice on this date) or for generalized analysis.

Benefits

Our solutions ensure the answers customers receive are consistently correct - particularly valuable where cost or risk of errors is high.  This improves customer satisfaction and reduces support overhead by:

• Cutting down on mistakes, getting faster problem resolution - and happier customers
• Enabling online service to replace human call handlers - and reduce cost, by 75 to 90%
• Reducing 'no fault found' returns, by 5 to 35%
• Enabling effective service round the clock - 24x7x365

• Providing information on customer queries and responses - so underlying problems can be better diagnosed and fixed
• Facilitating online sales by helping customers decide which product or service they need
• Allowing client experts to create and deploy scripts in days - or add or refine questions in minutes
  
  

Seamless integration

Use our Firefly software to power up existing CRM, content management and other applications supporting your website:

• Our technology integrates seamlessly with most leading helpdesk, ticketing and CRM solutions, including Remedy, Microsoft Dynamics (CRM), Siebel and salesforce.com
• We also integrate seamlessly with MS Sharepoint, web content management solutions (CMS) and with knowledge bases
• We integrate easily with ERP solutions including Oracle and SAP; and
• Finally, we can link and manage data between the website and your transaction databases.

Our Firefly technology can ignite your existing web solution and deliver enhanced value.