Support

"Customers don't expect you to be perfect.
They do expect you to fix things when they go wrong."
- Donald Porter

Customer service is maybe your most important contact with your customers. Marketing will help you attract customers, and Sales will help you get them. Customer service will help you keep them.

People will usually contact your customer service when they have a problem; this is when they are most grateful if they get the help they need !

One customer complaining about a problem often means that you have many other customers having the same problem without complaining ! This is an opportunity to improve your product or information about the product to avoid the problem in the future.

Customers expect you to know your company.
Customers expect you to know your products and services.
Customers expect you to listen to their feedback.
Customers expect you to help them with their problems.
Customers expect you to be humble, be sincere, be polite, be sorry and apologize, and most important; be helpful.

Did anyone mention information overload ?

Store the most common questions and answers in PpcSoft iKnow, and you'll be able to quickly copy-and-paste most of the response to your customers. Add a personal touch, and you're finished.

Use PpcSoft iKnow as a light-weight CRM (Customer Relationship Management) tool to aid in the customer service effort or, if you already have an existing CRM system, use PpcSoft iKnow as a 'help manual' and aid for your CRM system.

If your existing CRM system covers all your needs
- then maybe you don't need PpcSoft iKnow after all.

If you still feel overwhelmed by the information overload
- try PpcSoft iKnow for free and see if it helps you or not.