A suite of online tools such as device guides, FAQ, device specifications, decision flows, and virtual devices designed to deliver a personalised support experience, OnlineCare is a web-based framework for fully managed self-service device support. In short, OnlineCare gives customers access to all the information they need to assist them on their post-sale journey – leading to reduced costs (deflecting calls) and increased customer satisfaction.

Why use OnlineCare?

OnlineCare allows you to support your customers at every stage of the lifecycle; providing critical and cost-effective customer support whenever and wherever they are looking for it.  The powerful, comprehensive platform allows you to furnish all of your digital channels with support content via tutorials, simulators, FAQs, and walk-through guides. Empowering your customers to resolve issues online reduces average cost-to-serve and increases efficiency across your entire care operation.

call-deflection

Increase call deflections

Asset 2

Improve customer satisfaction

Asset 7

Understand customer behaviour

non-faulty-returns

Decrease No Fault Found Returns

Key benefits:

OnlineCare offers customers immediate support across multiple digital channels, so they can find answers for themselves quickly and easily. The business benefits of using OnlineCare are many — here are some of the key reasons to implement it:

Asset 1

Consistency

Deliver the same consistent and effective messaging across multiple channels and customer touchpoints

responsive

Dynamic

Fully responsive and adapts to the users screen size to deliver the optimal branded customer experience

call-deflection

Call Avoidance

Successfully support your customers online, and move call volumes from the costly contact centre to digital self-care

reduce-costs

Cut Costs

Capture your customer issues online to reduce average cost-to-serve across your entire care operation

integration

Flexibility

OnlineCare can be branded and deployed entirely standalone, or integrated directly with your existing website

trust

Trustworthy

Tested, validated support content with a service level agreement (SLA) to ensure the correct answer is always available

Features & Advantages

Features Advantages
Improvements to key target metrics
  • Call Deflection (+CD)
  • Net Promotor Score (+NPS)
  • Customer Satisfaction (+CST)
Knowledge types
  • Device knowledge
  • How to guides
  • Walkthrough guides
  • FAQs
  • Device specifications
  • Troubleshooting guides
  • Decision flows
  • Virtual device
Analytics & Insight
  • Web based dashboard for management information and insight
  • Analysts focused on identifying emerging or trending customer experience issues
Underpinned by knowledge management process
  • Proactive knowledge production ensuring availability at first contact
  • Evergreen knowledge management throughout device and service lifecycle to maintain relevance

Want to take look? Request a product demo.

Discover the power of Online Self-Care for yourself, request a demo

Get in touch

Integrated solution

Combining intelligent solutions, delivers top results and maximises value.
Explore the possibilities:

BotExpert
Agent Expert