Salesfusion Knowledge Base
UX/CX Responsive Design Wires
UX/CX Responsive Design Wires
SITUATION
Salesfusion users do not have knowledge materials to reference for the reasons of self help. The average tickets submitted per week range between 200 - 300. If a user encounters a problem that keeps them from executing a task the avg ticket time can derail progress, cause dissatisfaction, and lead to churn. Users require a self help Knowledge Base that meets their expectations and provide them with the information to avoid costly delays and problems. The Customer Service representatives need an advanced Ticketing System where they have access to canned answers and links to common problems - lessing the average time for a ticket resolution.
ACTION
Users responded to a survey that concluded the need for a better, smarter Knowledge Base and Ticketing System. 67% of users prefer self-help over speaking to a customer service. 97% of users said that they would use an online Knowledge Base to meet their service needs. Salesfusion can increase customer satisfaction by providing better service and meeting the needs of the user. The customer service department can reduce cost and increase efficiency by eliminating repetitive costs so agents can focus more on strategic tasks. Salesfusion can grow the business community and build deeper connections between their company and users. Salesfusion has subscribed to ZenDesk Ticketing and Help Center service to facilitate a first-class customer service and ticketing resolution experience.
