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Top 8 Reasons why we provide support via our sophisticated Online
Tracking system!
ComCity provides a sophisticated Real-time Online Tracking system
for support and one of the first in the industry. The advantages of
this system to you are enormous over traditional email support or
even direct phone support and this is how.
1. To SalesCart as one of the lowest priced, highest value Shopping
Cart in existence. To keep the product cost as low as possible
especially for those that don't need support. Allowing us to provide
extended support and unlimited support for the product as opposed to
limiting it to only a certain # of incidents as other competitive
products might do.
2. To improve documentation of support issues and ensure every
customer is efficiently handled. To force documentation and tracking
of all problems through an efficient system where the accuracy of
the user information is guaranteed because the user completes the
form and to ensure that all problems are handled with the priority
to which we receive them and to which they deserve.
3. To Prioritize support. To allow us to simply point to existing
documentation for simple issues or trivial issues including how to
install Windows98 and other issues where other companies are
responsible for supporting their own software. This gives us the
ability to also prioritize support cases.
4. To Research issues thereby wasting less of your time and our
time. Allows the support professionals to research issues and more
efficiently handle issues with researched and accurate information
as opposed to having to come up with off the cuff support that
doesn't really fix the issue because of time pressures of a phone
conversation.
5. To be aware of issues 24x7. Allows us to handle issues at
off-times. Gives us the ability to help you with an issue where we
could not help you because it is later in the day and if you are
occupied.
6. Provides for Priority Support. Gives users the option of pay, to
get a premium level of support. Their level of support is higher
than normal or where they feel the cost/benefit of support is
important without burdening everyone with the cost for those that
think support is less important.
7. Automatically creates a knowledge base of issues which are
searchable by customers 24x7. To provide a search engine and KB
where solutions can be efficiently searched even by those who want
to research their own previously support cases and get solutions for
problems that they had in the previous incidents.
8. To provide written answers. Benefits: more efficient, doesn't
require you to waste your time on the phone, gives you a
documentation trail, gives you a way to save the solution for later
reference, etc. limitations: insufficient information, lost email,
no tracking.
Note: With our process and system, customers are still routinely
contacted or replied to via the phone. However, our support
engineers determine when this is appropriate based on the question
or type of problem your the customer are having. |
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