Internet Customer Self-Service  

Purpose

Internet Customer Self-Service (ICSS) is a Web-based toolset that can be used as a standalone application or accessed through a Portal. It supports business-to-business (B2B) and business-to-consumer (B2C) scenarios. Both scenarios are designed to help you reduce interaction costs and increase customer satisfaction.

ICSS provides your customers with a personalized self-help environment where they can manage product-relevant information using  services such as:

·        User Administration, which enables B2C users to create and manage their accounts themselves and lets you manage B2B users.  

·        Knowledge Management, which includes product-specific FAQs and advanced search capabilities for predefined problems and solutions in the Solution Database

·        Live Web Collaboration, a tool which lets customers request a callback or communicate with an agent via e-mail, Internet telephony, or chat sessions.

·        Product Registration, Request Processing, and Installed Base Management, which let web users create and maintain registered products, requests, complaints, installed bases, as well as view their contract and warranty entitlements.