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eService Webinar -- Four Keys to Self-Service Effectiveness

Overview
Customer-focused organizations are always looking for innovative ways to improve service. Nothing sours a customer relationship as quickly as poor service, hard to find or out of date information, or lack of expertise on the part of contact center agents. Yet service costs have to be kept in control to meet corporate business goals.

To help service organizations enhance service quality while reducing costs, FatWire Software and Ovitas, Inc. offer the eService Accelerator. A comprehensive knowledge management solution, eService Accelerator makes it easy to deploy support portals that increase agent productivity and enable customer self-service.

Built on industry-leading information retrieval, content creation, and workflow technologies, the solution helps contact center agents and customers find the information they need quickly and easily. It also facilitates the capture and distribution of best practices through integrated knowledge authoring.

The eService Imperative
Support organizations are faced with the dual challenge of increasing service quality while reducing costs. Moving support functions offshore to reduce labor costs is an increasingly popular cost-cutting measure. Similarly, building out customer self-service can also reduce the cost of service.

But cost-savings moves must be supported by a rich knowledge infrastructure - or they will backfire. Improving first-time fix rates and expediting problem resolution requires that contact center agents operate in an environment where knowledge is easily accessed and shared. Geographically dispersed call center agents need fast and efficient access to solution information so they can provide the same level of service worldwide. In a self-service environment customers need tools to help themselves without frustration.

eService Accelerator
The eService Accelerator was designed to help you meet the challenge of successful e-service. With the eService Accelerator you can quickly establish a one-stop shop for support personnel and customers alike to access product information and resolve problems. The solution is built on the FatWire Content Server platform and extended with Ovitas knowledge management tools and expertise. Unlike specialized support applications that attempt to re-invent content and knowledge management capabilities, the eService Accelerator uses leading content management and knowledge retrieval technology. The platform can be leveraged across multiple customer-facing initiatives and supports corporate IT standards.

It offers the following key capabilities:

Improve and Unify Service for All Audiences
Template-based page generation makes it fast and easy to deploy sites that can deliver content through different lenses according to a user's role, privileges, or level of expertise. New agents can become productive quickly as they can learn from the experience of the experts. First-tier agents can answer more complicated questions using interactive 'Troubleshooting Scripts'.

Integrate Access to Widely Disparate Content and Data Sources
Leveraging a powerful case-based reasoning and full-text engine, eService Accelerator lets support teams find all relevant information even if they don't know precisely what they are searching for. It enables intuitive natural language search of all available knowledge resources. The solution integrates over 250 source file formats without content migration - creating a 'virtual repository' for agents and customers, who no longer have to look in multiple places for the right information.

Capture and Deliver Best Practice Information
The eService Accelerator provides a complete knowledge-authoring application based on FatWire Content Server. When agents are unable to find an existing solution to a customer problem, they're able to author and share the solution they've provided. This ensures that the knowledgebase is a living resource, with new information and best practices added regularly. Template-base authoring tools and automated approval processes make it easy for non-technical call center agents to contribute content.

Speed Deployment While Lowering Costs with Pre-Built Components and Expertise
eService Accelerator can compress the time and cost of deploying a support site by providing pre-built components. Standard Web site design, problem/solution document templates, and approval workflows are pre-configured for rapid deployment.

Pre-configured components include:

• Natural language search, so no one needs to learn query syntax
• Dynamically-generated suggestions to help users focus inquiries
• Mechanisms to promote important content on the site
• Feedback capture to continuously improve content quality

• Problem/Solution authoring templates
• Graphical editor for interactive Troubleshooting Scripts
• Review and approval workflows
• Pre-built reports for analyzing knowledge gaps

• Configuration of the system to match knowledge domain, including specialized terminology, product hierarchies, product variants
• Identification and integration of useful knowledge sources
• Integration with call tracking and other support systems

Leverage Market-Leading Content Management System
The eService Accelerator uses FatWire's proven workflow and content management platform, which has all you need to create, manage, store, and dynamically deliver content and functions to a service portal. Built on the industry-standard J2EE platform, FatWire Content Server adheres to corporate development standards and is easy for IT to support. It also ensures high performance and scalability, which is particularly important for customer self-service.

Drive Revenue from Support
Smart organizations understand that great service and future sales are tightly connected. A service organization should be able to alert customers to offers that will improve their experience and provide more value. The eService Accelerator makes this possible with integrated capabilities for content targeting and business-rule driven marketing offers that can be used on customer and support portals. Additionally, leveraging a common content management platform across service, sales, and marketing Web sites can erase artificial boundaries between them. For example, 'New Offer' alerts can be delivered not just to a sales site, but also the support portal where they can be leveraged when call center agents speak with customers.