eyemg.Respond Features

Frequently Asked Questions (FAQs)

• Questions and answers are formatted in a consistent format
  
• If a customer finds an FAQ helpful, they can store it in their Personal Knowledge Center
  
• Each FAQ can have supporting materials - digital resources such as movies, digital files, and links to Web sites
  
• FAQs can have relevant images attached

Personal Knowledge Center Customers can create their own area in which they can store helpful FAQs, subscribe to be informed when certain FAQs are updated, and also check on questions that have been asked of your customer service team. Customers can check the status and any activity that has happened with their current questions Customers can subscribe to certain FAQ categories... when FAQs are changed in that category, they can be notified Let your customers save links to FAQs that are helpful to them Customers are able to reference past questions that have been answered in the system, or they can ask new questions

Question Queue When questions enter the eyemg.Respond system, they are routed to the appropriate customer service staff based upon the category of the question. The question queue allows you to get a quick glimpse of new questions in the system. If you accept a question, it moves into your "My Questions" area. Customizable alerts remind you when a question is untouched or a response is close to being late. Alerts let you know when a question is getting close to the "Respond Date" Questions enter the system and are routed to the appropriate people based upon the question's categorization Questions that have been accepted by you fall into your "My Questions" area The question queue helps you prioritize questions by the "Respond By" date

Correspondence Center The correspondence center is where you communicate with your customer. Much like an e-mail application, it allows you to type your answer and attach supporting materials. Customers can send you images or other digital documents to help explain their question The correspondence center lets you easily communicate with your customer Jot internal notes that are only viewable by you Search the knowledgebase for supporting materials... attach FAQs, images, .PDFs and even movies to support your answer View the customer's contact information or any past activity in the system