We’re excited about our new Community Insights service portal!

Community Insights clients now have a new way of interacting with Biz360 and each other. Our new support portal, based on a Social CRM model, is now available to all Community Insights clients.

The primary requirement behind implementing the new support portal was to find a way to better serve our customers in the Web 2.0 environment. To meet that requirement, we built a robust, searchable knowledge base which contains user guides, FAQs and training videos. We created a place where clients can interact with one another and with Biz360 by submitting questions, ideas or starting discussions. Additionally, the new support portal offers a direct link to service agents via an integrated Case Management System. Now, our customers have a wealth of knowledge right at their finger tips; searching for answers or asking for assistance has never been easier.

Community based support systems are a very important development in the customer support function. Because many clients may have the same question, there is a tremendous value in being able to understand the responses that others received to that same question. Moreover, our service portal allows our customers to submit ideas and suggestions for improvements. Because some of our best ideas come from listening to our customers, we are taking this seriously, and providing a feedback loop to ensure that every voice is heard.

You can read the associated press release here.

To find out how Biz360 can power your insights, visit us here, or get started here. Thanks for visiting!

Tags: Biz360, Client Support, Community Insights, Social CRM, social media monitoring

This entry was posted on Monday, January 18th, 2010 at 3:47 pm and is filed under Uncategorized. You can follow any coments to this entry through the RSS 2.0 feed. You can leave a coment, or trackback from your own site.