- What is Customer Interaction Management (CIM)?
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Customer Interaction Management (CIM) is the process by which a company or organization interacts with their customers
through multiple online communication channels.
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- Why do companies need a Customer Interaction Management (CIM) system?
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The rapid growth of the internet had changed the way companies communicate with their customers. They are now spending
record amounts of money driving customers to their company’s various websites for sales, service and support requirements.
In doing so, they are providing increasing channels of communication to their customers without providing a way to cost
effectively manage these online communications and utilize them to increase revenues and improve results.
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- How does Customer Interaction Management (CIM) differ from CRM?
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An increasing number of companies today utilize CRM systems to manage sales processes between the company and the customer.
Most sales interactions that take place between a sales rep and a customer are manually documented in a CRM system, and are
limited to personal phone calls, meetings and emails. By monitoring and supporting all of a customer’s web-based interactions
and requests, Customer Interaction Management (CIM) provides the critical customer communication management link that is missing
with most CRM systems today. CIM systems ensure the timely delivery of customer specific web-based interactions and information to the
sales people, including their customer’s document and file downloads, knowledge base searches, customer feedback and support requests, survey
results, and much more. All of these online interactions can now be tracked at the customer level in a CIM system such as the Customer Feedback Center,
and can be provided in real-time to the people or departments who need it the most.
- How do we replace our “Contact Us” page on our website?
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The easiest way to have the Customer Feedback Center replace your existing “Contact Us" page on your website is to simply
have the person who manages your website change the existing “Contact Us" link on your website to point to your version of the
Customer Feedback Center that we provide. If you wish to have the Customer Feedback Center located at a unique URL address of
your choice, simply point the “Contact Us" to the address you selected.
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- What platforms do I need to have in order to run the Customer Feedback Center?
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Customer Feedback Solutions is committed to freeing companies from the requirements of traditional independent software
systems and the silos of information, high costs, poor measurements, and hidden costs that they create. To do this, we provide
an integrated, easy to use and affordable solution that meets the needs of businesses of all sizes, from the world's largest
enterprises to small and mid-sized companies everywhere.
As an on-demand service, there is no software or hardware to buy,
install, maintain, or upgrade. This equates to savings of as much as 90% compared to similar independent software and service
solutions. Customer Feedback Solutions' subscription pricing includes everything you need, so that unlike stand alone software
and services, you won't be surprised later by hidden processes and technology costs that can quickly add up to as much as
ten times the original licensing fees.
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- How can I upgrade our service?
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Because the Customer Feedback Center is an on-demand service, any time we release a new version of the application or
add a new feature, you will have access to it immediately the next time you log in, free of charge. If you wish to increase
the levels of system usage assigned to your company, you can simply make an upgrade request through the administration section
of your Customer Feedback Center.
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- How do I get access to the Customer Feedback Center?
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Because the Customer Feedback Center is an on-demand service delivered over the Internet, there is no hardware or software
to buy, install, or maintain. Just point your browser to the login page and enter your email and password.
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- Which web browsers do you support?
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Microsoft Internet Explorer 5.5 or later on PC, Firefox on any platform, and Safari on Mac. Your browser needs to
have JavaScript turned on.
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- Is any training required to learn to use the Customer Feedback Center?
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The Customer Feedback Center is designed to be easy to learn and be used immediately. Our customers find that using our
system is similar to using other Web sites - extremely intuitive and user friendly. We also provide optional training services for new system administrators which
typically lasts around 1 hour and takes place online. Finally, all customers are provided with access to our administrator
guide to assist in setting up and using the system.
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- Is there training available if I need it?
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While training is not required; we do offer free training for system administrators, as well as customized end-user training
for an additional fee.
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- What involvement is required from my company's IT department?
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Because there is no hardware, software, or network equipment to purchase and the application is accessed through a standard
Web browser, your IT department does not need to be involved in implementing or maintaining the Customer Feedback Center.
For more sophisticated implementations requiring high levels of customization or integration, we may
request that your IT personnel be involved. In some cases, IT support may be required to integrate the Customer Feedback Center
with existing ERP systems, CRM systems, bug tracking systems, security systems, email systems, and some Web sites.
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- How quickly can my company be up and running?
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Once your account has been created, you can be up and running in a matter of hours. In many cases, it typically takes less
than 24 hours to set up and customize your Customer Feedback Center. Additional services such as unique URL designation,
registration and unique SSL certificate requests can take a few days to complete and fully propagate over the internet.
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- What is the job of the Customer Feedback Center's System Administrator(s)?
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The administrator is responsible for setting up your Customer Feedback Center, which means managing and/or adding users and
establishing their roles, configuring system options, adding and creating forms, surveys, news, mass emails, Knowledge Base
articles, files and documents, forums, user policies, forms workflow, message templates, and optional program information.
These tasks can frequently be completed in just a few minutes or hours, depending on the task. The administrator can also
define reporting rights, access, as well as data importation and exportation.
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- Can my company configure the Customer Feedback Center?
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Your administrator can configure most aspects of the Customer Feedback Center to meet your company's needs and to brand
the system to create a more seamless experience within your website. During system setup, you will be able to define many aspects
of the system including default email addresses and messaging, URL addresses, company branding including logos, text style and
colors, hyperlink colors, default user role assignment, default time zone designation, user profile questions, and much more.
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- How can I extend the capabilities of the Customer Feedback Center to my website?
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The Customer Feedback Center is designed to replace your existing “Contact Us” page and enhance all other areas of your
website by providing unique URL addresses for each element in our system. This allows each feedback form, survey, file,
document, news and announcement, Knowledge Base category and article, user forum, and beta program to each generate their own
unique URL (or web address) in your web-browser that you can link to from anywhere on your website. This allows companies to
easily maintain and update information linked to your website from one location that requires no IT knowledge or support to
maintain.
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- Can I add custom items to the Customer Feedback Center?
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Your administrator can quickly add custom questions, forms, and many other aspects to the system without technical expertise.
The Customer Feedback Center is a user-defined system providing administrators with unparalleled creation and ease of use in
every aspect of the system. Your custom creations can be included on all appropriately related reports and dashboards.
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- What size companies use your system?
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The Customer Feedback Center is currently used by a wide-range of customers, from a number of Fortune 500 companies, all to
way down to companies with 2 employees and a small website. The system is designed to scale based on the use and requirements of
each company, allowing virtually any business the ability to benefit from its use.
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- Does Customer Feedback Solutions ever view or use my data?
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No. As stated in our privacy policy, "Customer Feedback Solutions will not review, share, distribute, print, or reference any
such Data except as provided in the Customer Feedback Center Master Subscription Agreement, or as may be required by law.
Individual records may at times be viewed or accessed only for the purpose of resolving a problem, support issue, or suspected
violation of the Master Subscription Agreement, or as may be required by law." Of course, customers are responsible for maintaining
the confidentiality and security of their user registration and password.
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- What happens if the Customer Feedback Center goes down?
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We know that your business depends on immediate access to the information you need, and we're devoted
to ensuring that it's always available, quickly. Customer Feedback Solutions hosts our systems in award winning and highly secure
data facilities and has built redundancy into all its systems in order to minimize any system failures that could be perceived as
customer outages.
We realize there may occasionally be system outages due to issues beyond our control. The Customer Feedback Center also utilizes
advanced ASP.NET technology which will notify our product team real-time with system issues allowing us in most cases to
resolve any issues before a customer notifies us.
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