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Customer Selfservice on website

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by elaine_hickey

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Hi all

I am currently trying to design selfservice area on our company website, where customers can log their own support cases to be picked up by the support team
This area will eventually contain a knowledgebase and faq section also.
I just wondered if you had any good sitesor documentation that I could use as a guideline in terms of layout etc.

Thanks

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by kizbit

There are several email routing software packages that will give a customer a tracking number and give you a complete view of all correspondance with the customer that are ready made. Another method would be forum software which gives the benifit ofuser to user support, but the downside is there is usually no tracking methods for these packages which means that your customer could possibly go without ever getting a response. I understand that Oracle has forum software that does track customer requests. Many of these packages also provide the knowledgebase tool so your a step ahead for future plans if you select your package carefully.

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