Astea’s COO Explains: How to Use the CX to Boost Profits
Today’s customer demands transparency, visibility, self-service, and control over their relationship with your company, and that’s where a customer portal solution can help. FX e-Service™ is an extension of Astea’s FieldCentrix service management platform and offers small and mid-sized organizations a dynamic customer self-service portal linking directly from your company website. It provides the unique capability to truly deliver real-time information from the point of service to your customers. This is a major competitive differentiator for your company.
FX e-Service gives your customers the flexibility and power to:
Implementing the FX e-Service customer portal solution offers a less expensive communication method for customers to contact you, which helps streamline your operating costs. The self-service concept of FX e-Service reduces the workload of the call center staff and increases their productivity. Instead of answering customer inquiries, they can spend more time scheduling and dispatching.
FX e-Service’s reporting capabilities also track customer feedback. Your workforce can see the number of logins per user, last login dates, and more. The ability to have this information at the touch of a button can help you spot trends, make adjustments, optimize your service operation, and maximize customer satisfaction.
You can easily configure and stylize FX e-Service to fit your company’s brand image. The customer portal software includes standard administration templates that allow you to control the information your customers can see. To personalize your customer portal solution, you can:
To ensure security and protect user data, your company’s FX e-Service site can be housed on a secure server behind an internet-facing firewall. For smaller companies without those security capabilities, FieldCentrix can host the FX e-Service application at Astea’s network data center to ensure data remains protected.
User access to the FX e-Service customer portal is based on security levels set by your company. Customers see only what you want them to see, and they access their account information via a secure login screen. The software verifies each user’s password and grants the appropriate user privileges.
Potential or new customers can access a limited version of your FX e-Service site to view company services and contact information without logging in. If they wish, new customers can register for the customer portal directly from the site without any necessary intervention from your back office team.