Self-Service

Helping Customers Help Themselves

Increasingly, customers are demanding more choice and control in how they interact with companies and frequently prefer to help themselves for basic service needs. With Salesforce, customers can tap into a database of solutions to answer their questions, resolve their issues, and check case status. Customers who don’t find solutions online can instantly and easily log a new case. Many customers prefer this self-directed approach, and you benefit from a reduction in incoming inquiries. All without reducing service quality.

 
Customer Portal
Customer Portal

Customers today expect round-the-clock access to information. Setting up an online self-service portal—seamlessly integrated with your Web site—allows customers to search for solutions, log new cases, and check and update existing cases 24/7.

Customer Portal
 
Web Forms and Email
Web Forms and Email

When customers can’t find solutions online, they can instantly and easily log a new case right from your Web site. Because some customers prefer email, automatic email-to-case functionality routes inquiries to the appropriate agent or queue.

Web Forms and Email