An Assignment on Customer service support

(CSS)
Submitted To:Prof. Pranay Verma

Submitted ByJyotirmaya Sahoo PGDRM (2008-10) FT (RM)-08-132

CUSTOMER SERVICE SUPPORT (CSS)
DEFINITION-“Customer service and support (CSS) is the part
of a company's customer relationship management (CRM) department that interacts with a customer for their immediate benefit, including components such as the contact center, the help desk, and the call management system”. According to Lithium Technologies (a CSS product vendor), corporate costs for CSS interactions are expected to reach $100 billion in 2004. To increase customer satisfaction, while minimizing the costs involved, many companies are turning to customer-based service applications such as Web self-service and online communities for customer-to-customer support.

CUSTOMER SERVICE SOFTWARE:
Customer Service Software will help you to increase customer satisfaction while reducing your customer support costs. Are your customer service levels falling? Losing track of customer support requests? Offer support to multiple organizations and people around the world, around the clock with Issue Track’s Customer Support software. ➢ automatically assign requests ➢ create your own reports ➢ offer 24/7 support

CUSTOMER SERVICE JOB DESCRIPTION:

More and more companies are realizing that a good customer support is vital to build trust with their current and future buyers. On the Internet, trust is the most valuable commodity. Without it, they lose... BIG TIME! Successful companies are handling customers with care. Customer care! And they are hiring folks that understand customer needs, and can act upon them, both online and off.

Job Duties:➢ Provide telephone and e-mail support, addressing procedural configuration, customer infrastructure and software-related customer issues. ➢ Provide clear and concise data entry of all customer interactions in our incident tracking database. ➢ Flexibility to work fixed and/or rotational shifts covering 24 hours/day, 7 days/weak. ➢ Assist with UPS-LT software upgrade installations and training. ➢ Professionally interact with existing and potential customers. ➢ Adherence to call escalation procedures and proper issue. ➢ Other responsibilities as assigned.

Experience & Education Required For CSS:➢ Minimum of two years customer service/technical experience. ➢ Minimum of one year support centre or relevant experience. ➢ College degree in business administration, computer science or information systems preferred. ➢ Skilled with micros soft windows and server operating systems. ➢ Knowledge of Relational Database. ➢ Skilled with Microsoft office products, especially Access. ➢ Knowledge of PC hardware and software configurations.

A GRAFIC FLOW CHART OF CSS:-

EXAMPLES OF CUSTOMER SUPPORT SERVICE SOFTWARE:

DiscountASP.NET DiscountASP.NET, a leader in advanced ASP.NET hosting, announces the adoption of Smarter Track customer service software to deliver customer support Ticketing, Knowledge Base articles, and more to all DiscountASP.NET customers through the software’s Web-based communications portal. DiscountASP.NET migrates to the Smarter Mail mail server and Smarter Stats Web log analytics packages from Smarter Tools. Smarter Tools has delivered on all counts and Smarter Track has exceeded our expectations.

Smarter Track brings all the functionality of a Help Desk, Ticket

system, Live Chat, Who son, cost analysis, data mining, reporting, and a Knowledge Base in one application, all delivered through an elegant Web interface. DiscountASP.NET delivers email via the Smarter Mail mail server, Web site statistics via the Smarter Stats Web analytics tool, and sales and technical customer support via Smarter Track customer service software.

About DiscountASP.NET:
DiscountASP.NET is an innovative leader in Microsoft Windowsbased shared hosting, focused on providing the best value in ASP.NET and SQL database hosting. A Microsoft Gold Certified partner, DiscountASP.NET was one of the first hosts to launch Windows 2008 hosting and SQL 2008 hosting. Through strong word-of-mouth and a commitment to ASP.NET and SQL technology, DiscountASP.NET

has become the choice for affordable enterprise-class ASP.NET web hosting.

ASP Hosting CompaniesASP/.NET Hosting w/ ASP.NET 3.5!Award Winning ASP/.NET Hosting now offering ASP.NET 3.5. Classic ASP & ASP.NET (all versions) w/ real time ASP.NET Version Chooser. ASP.NET AJAX, LINQ, & Silver light Ready. Scheduled Tasks, MS SQL 2005 w/ Real Time Back up Tool, FREE MS SQL Management Tool Suite & More!! Since 1996 Active Host has been dedicated to offering advanced ASP and ASP.NET hosting services. With a proven track record of surpassing client expectations time and time again, Active Host has grown to a world leader in advanced Microsoft based hosting. Because we are focused on the developer in leveraging state-of-the-art technology and superior customer service, we provide one of the best

values available in the hosting industry. Being a Microsoft Certified Partner and a Microsoft Web Presence Provider we fully support all of Microsoft e-business technologies. We like what we do and it shows! Plans start at $14.95. Nevidia Hosting is now offering $3.50 Windows hosting that includes FREE setup. With a 30day unconditional money-back guarantee, 24/7 technical support, and a 99.9% uptime guarantee, it has never been easier to put your website online. :::Featuring :: ASP, PHP, ASP.NET, FrontPage, Web trends Live! Statistics, webmail, control panel, MS Access, mailing lists, dedicated IP, daily backups, and much much more! Galaxy Visions • Tier1 Band with Providers • Fedora, Centos, Windows OS • CPANEL/WHM, Plesk Control Panels • Personalized MRTG Graphs and RPC Reboot • Managed Server • 24x7 Phone Support Monitoring

COMPNIES USE CSS:1. 2. 3. 4. 5. 6. 7. 8. WIPRO IBM HCL SPENCER”S BIG BAZAAR PANTALOONS RELIANCE CELLULAR COMPANIES, etc

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