As part of Cobweb's endeavours to improve the customer support experience, we have implemented a pilot scheme for our new Self Service Portal; together with the Cobweb Knowledge Base it forms part of a series of tools to assist you in managing your cases.
What is the Self Service Portal?
The Self Service portal is based upon CRM Accelerator technology and allows customers to view, modify and close any cases that are open with us. It provides a fast and easy to use interface accessible via any web browser or internet-enabled mobile/PDA and automatically notifies our experienced support personnel and the customer of updates and resolutions via email and online.
Self service and support communication tools are fast becoming an essential part of the customer support experience, both empowering customers who currently utilise internal ticket management systems mirroring those of our own and reducing the 'lost in translation' factor inherent in complex problem management. These systems are often costly and demand resources that can often be taken up by the Managed Service Provider as part of their support desk tools, offering a mutually beneficial ROI for both provider and host. A comprehensive article on the assimilation of such tools can be found here.
One can access the Self Service portal via a set of encrypted logon credentials, submitted to you on initial provisioning. You are then able to raise cases and view updates placed by our service desk agents:
If you wish to become part of this pilot scheme, please contact the Service Desk.
Pete Baughan
Level 3 Service Desk Administrator
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