Customers getting around with CUGIC
If your customers can find solutions to their questions or issues without contacting support, you can cut down on the number of tickets in your support queue. A shorter support queue can help increase customer satisfaction and control costs.
Providing a knowledge base and a community platform are great ways to help customers find solutions to problems on their own. This is referred to as ticket deflection and it's essential for scaling the support you provide to your customers.
Your CUGIC account comes with a customizable support portal called Help Center that provides both a web publishing platform and a community platform. It allows you to deliver your knowledge base on the web and gives your customers a place to interact with other customers.
Don't worry; your customers are not completely on their own when you provide them with a Help Center. In fact, this is another channel you can use to help them. In Help Center, your customers can request support using the request form, initiate a chat session with an agent (if you enable CUGIC Chat), and have a conversation with agents via comments in knowledge base articles.
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