Customers helping Customers reigns in costs -Cost cutting without shrinking the organization

Customers and Employees are an important asset to help control the ever expanding costs of the support center. The new NetKeeper Portal III v2.2 by Multima Corporation addresses this important issue by using end-user input to automatically create FAQs and support information for use by other customers or employees.

EAST GREENWICH, RI (PRWEB) February 19, 2004 -- The NetKeeper browser based support program provides a dual data stream with separate call and knowledge channels. The two channels are then merged to provide automatic FAQ lists of requests and solutions that are published on the same WEB server where the user entered the request. A percentage of the end-users will use the FAQ list to solve their inquiries without having to submit a request, lowering the call volume and the cost of support.

The program makes use of the entered requests to provide information to other end users. The key is to properly classify the call without end-user input since end-users will often classify incorrectly or not classify the call at all. NetKeeper automates the process of call classification. Conventional systems provide drop boxes to force the end-user to classify service requests. Poorly classified requests provide poor statistics and inconsistent service. NetKeeper by offering the tools to automatically classify correctly all service requests provides a better method to convert end-user input into FAQ lists to post on the support WEB site." - states Marie Dunne, VP sales at Multima Corporation.

NetKeeper Portal III v2.2 allows end-users to browse FAQ lists, view support news, retrieve solutions from SolutionsKeeper knowledge base, enter and follow the progress of new requests or view previous requests. The NetKeeper Help Desk or CRM Web based software processes all the data. NetKeeper Portal III v2.2 also provides automatic assignment of requests to queues and staff members. Auto-response messages as well as progress e-mails are sent to end-users. The program can be configured to support external or internal support needs. The FAQ lists also provide full multi-media as well as links to external reference WEB sites.

NetKeeper Portal III v2.2 is available now. For detail information go to http://www.netkeeper.com/capinet1.htm

Pictures
http://www.netkeeper.com/images2/nksol1.tif
http://www.netkeeper.com/images2/newrequest1.tif

NetKeeper is a registered trademark of Multima Corporation.

Founded in 1985, Multima Corporation, with headquarters in East Greenwich, RI is a privately held software development company specializing in Help Desk / CRM and Business Development applications.

For additional information or to request a program sample or screen shots please call Marie Dunne, VP sales at (800)-532-4862 x4242 or e-mail Marie at press@netkeeper.com.
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