ServiceManager
SpaceWorks ServiceManager is an optional application of SpaceWorks Web BusinessManager Suite. It can be licensed individually and added at any time.

Add 24x7, World-Class Customer Service To Your B2B Web Site
SpaceWorks ServiceManager enables 24x7 world-class customer service through its powerful, fully-integrated suite of customer service applications:

• Self-Service Knowledge Base: Quickly helps users pinpoint the right answer
• E-Mail: Automatically manages, routes, prioritizes and monitors all e-mails
• Live Contact: Live interaction via text chat, second phone line or voice over IP

Service options can be used separately or combined for optimal flexibility and interactivity. Customers can easily escalate to a higher level of service, sending their inquiry to a service representative for an e-mail response or live online assistance.

Knowledge Base: Self-Help Expert Advice
ServiceManager's first level of service is an intuitive, user-friendly knowledge base that your customers can tap into 24 hours a day, 365 days a year. It's context-sensitive questions helps users — novice or expert — narrow their search and quickly pinpoint the right answers on their own.

All answers are drawn from the same object-oriented knowledge base. This guarantees your customers receive consistent, proven advice every time and frees your service staff to deal with more complex customer service issues. With simple training, your staff can maintain and expand your knowledge base, evolving it into the central repository for your best customer service advice and practices.

If necessary, customers can escalate to a service representative via e-mail or a live session. Their knowledge base session is automatically forwarded to the rep, allowing the rep to provide assistance more quickly.

E-Mail: Prioritized Response
ServiceManager automatically manages, routes, prioritizes and monitors all your e-mail replies, ensuring consistent answers and improved response. Incoming e-mails are scanned and analyzed, then categorized by type and urgency.

Each e-mail receives an auto-response: the correct answer (either sent directly to the customer or forwarded first to a service rep for review) or a link to the answer within the knowledge base. If further assistance is required, the e-mail session can be escalated to live chat (either text or voice) and routed to the most appropriate representative.

Live Contact: One-on-One Service
Nothing says personal service like a one-on-one session with a real customer service representative. With ServiceManager, your customers only need to click an icon to initiate a live session. They can opt for text chat, a conversation over a second phone line, or voice over IP. Because ServiceManager is firewall-friendly, your customers and service representatives can connect, regardless of the network security in place.

ServiceManager also allows you to restrict service access (by user or account) to reflect the service categories available within different fee-based service packages or to different tiers of customers. For example, if you offer Silver, Gold and Platinum service packages, you could restrict Silver customers to the self-service knowledge base, add the e-mail option for Gold customers, and allow Platinum customers to access all three service applications.

Self-Help Knowledge Base

Automated E-Mail Response

Live Contact

"For business-to-business Web sites, online customers are becoming not only more plentiful, but also more demanding. With the competition only a click away, the pressure is on every e-business to distinguish itself with better customer service."
—InfoWorld, April 2000

"According to a recent Forrester Research study, online customer service is a challenge for most companies ... Among the 50 business-to-business customer-service managers surveyed, three in five report they haven't yet harnessed the information needed to improve online customer support and one-third can't determine how to measure such activity."
—InformationWeek, March 2000

"The ability to accommodate human interaction over the Web will be critical in B2B environments."
—AMR, E-Commerce Applications Outlook for 2000, Dec. 1999