This review was last updated
This CRM Review examines SolvOnce.
In-Depth CRM Review
P.O. Box 5235
Frisco, TX 75035
CRM Category: Customer Support – Cloud
Sub-Category: Help Desk
Seats: Small/Medium Business
About the Company:
SolvOnce is a SaaS-based technical support helpdesk application built specifically for midsized high tech companies. We are the only helpdesk solution built from the ground up to automate the Knowledge-Centered Support (KCSSM) methodology. KCS is a set of technical support best practices developed and managed by an alliance of technology companies — the Consortium for Service InnovationTM. SolvOnce enables midsize companies to achieve the dramatic customer experience improvements and significantly reduced customer support costs accomplished by large enterprises that have implemented KCS.
SolvOnce helps you improve the support experience you provide your customers and reduce your support costs by allowing you to:
- Create better technical support knowledge and create it faster.
- Make knowledge in the form of problem solutions available to all agents and all customers as quickly as possible.
- Provide significantly better customer self-service and customer communication.
These technology and process improvements defined by KCS and automated by SolvOnce result in an increase in first contact resolution, reduced time to problem resolution, an increase in the number of support cases deflected to customer self-service, and a lower ratio of customer support agents to customers.
About the Product:
Features That Set Us Apart
According to the Consortium for Service InnovationTM, support organizations in high tech see less than 3% of the total customer demand for support. 97% of support demand is served through customer self-service, online communities, and social media. The future of high tech customer support will be driven by the ability for everyone in the community to access all available knowledge across the entire community through all channels including social media. SolvOnce is based on proven high tech customer support best practices and is designed to deliver the future of customer support. Here is a list of key features that we believe make us the best fit for small to midsize high tech companies that want to deliver the best possible experience for their customers.
Customer Experience Portal
SolvOnce Customer Experience Portal is designed to provide you with the ability to offer a state-of-the art customer experience management site designed for high tech customers. SolvOnce enables you to provide customers with an advanced customer self-service site; a customer community site; an ideation / product suggestion site; and a “Tags” site that presents information organized by tag across your knowledge base, customer community and product suggestion content. The customer portal homepage provides access to each of your subsites, an embedded twitter feed, scrolling announcements, and a tag cloud based on your portal content. SolvOnce Customer Experience Portal is completely customizable allowing you to incorporate it into your website with your branding and your design. SolvOnce includes a content management system that includes 43 out-of-the-box components available for you to include in your portal, a page design system that allows you to design each portal page, and the ability to develop and add your own components.
The SolvOnce Self-Service Solutions site allows your customers to use your knowledge base to answer their questions and solve their problems. You can include solution articles, customer community threads, external web content, how-to videos, FAQs, and product documents in your SolvOnce knowledge base. The Self-Service Solutions site uses the SolvOnce Support Search feature and support best practices to optimize the knowledge search experience for high tech product customers. SolvOnce Self-Service also allows customers to access the status of existing support tickets and input a new ticket.
SolvOnce Conversations allows you to sponsor and be a part of community conversations as your customers strive to help each other. Your online customer forum will provide a convenient way to enable customer peer-to-peer support. Customers can add tags to their conversation threads and easily see related conversations. Customers can also vote on each item in a conversation thread. With SolvOnce, all customer forum content is indexed, searched and offered as potential solutions through the SolvOnce search engine and knowledge base.
SolvOnce Suggestions allows you and your customer community to have conversations about how to improve your products and services. Customers post product improvement ideas and vote on each other’s ideas. You are able to listen to the voice of your customer at a detailed level and respond. Customer suggestions are automatically input as tickets enabling you to analyze and manage the customer side of your product enhancement process. SolvOnce can be integrated with your engineering management system in order to implement a closed loop customer suggestion process. Ideation through SolvOnce Suggestions builds loyalty and trust as you listen and respond to your best market research – your customers.
Comprehensive Knowledge Management
SolvOnce enables you to build the most comprehensive knowledge base possible. SolvOnce allows you to include all available knowledge content in your knowledge base including cases, solution articles, customer community content, external web content, videos, FAQs, product documents, white papers, and manuals. SolvOnce automates knowledge creation and evolution by providing you the capability to: easily create knowledge articles from cases; review and update knowledge content as a natural part of your support analyst workflow; allow customers to provide feedback on knowledge content; and analyze the use of knowledge.
SolvOnce uses advanced search techniques specifically designed for complex technical support. SolvOnce Support Search includes indexing, ranking, rating, relevancy and proximity applied to knowledge base content resulting in dramatically better results when analysts or customers are searching the knowledge base for solutions to an issue. And, rather than only a list of documents that are possible answers, SolvOnce displays the relevant portions of knowledge content related to a search request in order to help the searcher find the right answer. Showing the relevant snippet of content significantly improves the ability to determine which knowledge item is the best answer.
Integrated Ticketing and Knowledge
SolvOnce integrates support analyst ticket input and knowledge base access on the same screen. Instead of moving back and forth between multiple screens, you can search your knowledge base on the same screen you are using to work on a ticket. Accessing knowledge content as you are working on a support case becomes an easy and natural part of your workflow resulting in a significant increase in support analyst productivity.
Cases Automatically Become Knowledge
SolvOnce automates the creation of knowledge content from cases. Instead of an entirely separate process for creating knowledge base content, you can easily add knowledge from the ticket screen. As a result, you’ll build a much more comprehensive knowledge base and you’ll build it faster.
Structured Case Format
SolvOnce structures cases using a tech support best practice format that includes sections for: Issue, Environment, Cause and Resolution. The tech support case structure provides context for case content, promotes consistency, improves readability of knowledge articles, and improves search results.
Multiple Case Classes
SolvOnce allows you to manage problems, service requests, suggestions and product defects as cases with different business rules, fields and values for each class of case. Instead of using one ticket format to manage different types of cases and manually documenting the differences, you can easily use different case classes to naturally handle multiple case types and/or use SolvOnce across multiple departments.
Automated Knowledge Evolution
SolvOnce enables knowledge content to be evolved and improved over time. SolvOnce Ticketing enables agents to directly fix article content that is not accurate or to flag the content for review. SolvOnce Analytical Reporting enables the improvement of knowledge content by analyzing demand for and use of knowledge. Customer Self-Service also enables customers to give feedback on an article so that it can be improved over time.
SolvOnce Support Analytics provides comprehensive reporting for your support operation. Analyze your case volume, case status, case resolution performance, cases by customer, cases by product, and agent performance. Report on key metrics for the business value of your knowledge base such as article reuse rates, web-enabled call avoidance, and improvements to call resolution times. SolvOnce allows you to export grid screens and reports as a PDF, Word, Excel, XML, CSV, or RTF file.
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