eProduct

Online Customer Service Solution & Support Software

Provide personalized support based on the products your customers have purchased with eProduct, included in Parature’s online customer support software. Powered with robust filtering capabilities, the eProduct customer service solution allows you to monitor which products clients purchase, assign appropriate Service Level Agreements (SLAs), and give customers the ability to track and manage all product details. eProduct is online customer service software that can help save time and money by storing a wealth of product-related data in your customer service solution efficiently and effectively throughout the entire product life cycle.

Benefits

• Filter the content your customer is able to view on your support portal based on the products they have purchased
• Allow customers to easily register, view, and maintain all products they have purchased
• Reduce overall volume of product specific support requests by monitoring which products are associated with a high number of service tickets

Key Features

Product tracking
Use tracking features to organize product details and reveal hidden support requirements

• Create an unlimited number of configurable fields to track product data, such as cost, delivery and maintenance information
• Associate support tickets with products to determine which product lines require the most support and which require minimal support

Product Registration
Allow customers to register their products online, with a simplified product registration tool

• Set up the system to assign an SLA when a client registers their product and automatically customize the support portal accordingly
• Control the ability of clients to enter service requests based on product ownership and SLA
• Use product registration to establish the availability of articles in the knowledge base and files in the download center

Multiple views of product information
Support reps have instant access to all customer product information, while end user access may be controlled

• Drill down to view all products or services owned by any customer or account
• Filter customer access to information on products they own

Product Catalogs
Classifying product information in a central reference is helpful for many departments within the organization

• Generate a product catalog which acts as a master list of all products and services sold by the company
• Use customized folders and sub-folders to organize products effectively