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Support Center Services

Support center offers communication channels and information services for your customers to reach your contact center agents and get help. Virtual Contact Center offers direct URLs to the default or custom support center which can be embedded in your company website.

With Support Center, you can offer the following services to your customers:

FAQ—A repository of frequently asked questions and answers for customers to access.

Collaborate—A mechanism for agents to remotely access and control a customer's computer.

Chat—Chat channels for customers to initiate a chat request with live contact center agents.

Email—An email channel for customers to send emails to agents.

My Account— A customer self portal to submit information requests or open cases and receive responses to requests. Customers can even check the status of their cases or close cases using My Account portal.

Figure 113: Example of a Support Center page

A new customer accessing the Support Center must register the first time to use My Account portal. After registration, an email will be sent with account number and a password to access the portal. The new registration serves to create a new customer record in the Local CRM. See Configuring Support Center Registration for more information regarding my Account Registration.

The following topics are discussed in this chapter:

 

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