By allowing customers to serve themselves, companies reduce costs, increase customer satisfaction and gain valuable insight into customer likes and dislikes. Customer self service is a fully integrated user assistance component of the ArsDigita software platform. The features improve the relationship with customers by giving the users information and control over how they interact with the web application. Building on the base self service feature set makes it easy to provide users a wide variety of easily accessible information, FAQ lists, service-wide searches and control over email alerts and subscriptions.

Key Benefits

Reduces Administration Costs
Allowing customers to find answers to their questions via FAQ lists or search, manage their own email alerts and download available materials directly, eliminates administrative overhead.

Increases Customer Satisfaction
Customers who can rapidly find what they need from a web application are more likely to continue the relationship with the company. Given the opportunity to manage their own email alerts, users are in control and less likely to receive unwanted email or notifications from the website. Additionally, with user feedback features, administrators can address user concerns quickly and accurately, while creating an audit trail to track interactions.

Creates Better-informed Customers
Glossaries, FAQs, and search features let web application users educate themselves, making their feedback even more valuable. With information readily available to improve customers’ understanding of products, services, and processes, companies see an increase in return visits and completed transactions.

Delivers Valuable User Feedback, Quickly
Understanding customers’ experiences with the web application means Marketing and Development departments are better equipped to improve user interactions. With customer self service, administrators can receive and organize this feedback, pinpoint problems and highlight aspects of the service, according to the feedback from the individuals who matter most: the customers.