Customer Support Access Ways:1. ERP Either we can use prefix as "support" or "care" or "help" or "helpdesk" or "contact" which one suitable we can use based on industry or service or product. i.e.; care.baleyo.com, helpdesk.baleyo.com, support.baleyo.com, contact.baleyo.com, help.baleyo.com which one does sound better? Number of Support subdomain should be; a. support.sagarnetwork.com b. support.baleyo.com c. support.xlabglobal.com d. support.ximivogue.com e. support.merogalaxy.com f. support.nexusgurus.com g. support.chaitanyaspa.com 2. ERP Support Ticket a. validation with robot or passcode b. sing in / up options through i. linkedin ii. facebook iii. google iv. email v. mobile c. verification email to activate sign up d. submit successful confirmation email or notification e. should able to upload, picture, documents, pdf, video or other options need to test with limit of size which must be mentioned there to the user 3. Chatbot: This is the premium feature for the better user experience, in order to implement this we need to 1st focus on the LiveChat Response rate and contacts that are being received once its implemented. 4. Live Chat: Live Chat channel should be further bifurcated to sales and support so that the customer can have ease in contacting the relevant personnel. Since we have multiple website which is selling the same products such as merogalaxy, xlabglobal, baleyo.com, ximivouge.com, if we could make a consolidate website for these then we could have one customer service team to provide the required solution for IT and Communication categories. 5. Feedback options, in person or on call, with freebies or more reviews/feedback more points will be counted as like Google Review services, and we should able to track level of user from which we can rewarded them i. referral options "" For the feedback we can use the customer survey measures that is CSAT, CES and NPS in order to know the customer experience and satisfaction"" These survey form should be sent via email to the respective customers/client. 6. user profile: User profile should include the below information when they login to our platform/forum:- i). Customer Name. ii). Customer Phone Number iii). Email address 7. warranty notification or alarm or reminder i. service reminder: laser printer 10000 pages, and inkjet 7000 pages once the ink is consumed. Reminder cannot be pushed as the machines servicing is based on their usage. ii. consumable reminder: This is not possible since we cannot track the consumable consumption iii. renewal reminder iv. warranty reminder: v. warranty expired reminder vi. extended warrranty policy up sale reminder |