Customer Service & Support Solutions for High Tech Companies.

Better customer service and reduced customer support costs.
Customer service and support organizations are often considered as cost centers. But the truth is that they are the front line of the business, often with more interaction and more impact on your customers than sales & marketing combined. And with the proliferation of new products and the various approaches to delivering support including insourcing, outsourcing and even hybrid approaches, high tech companies are presented with as much opportunity as they are risk.

Delivering consistent customer service and support is key to the retention of an increasingly fickle client base. Your "brand" and value is highly dependent on not only how you deliver goods and services, but the customer interaction experience post-sale as well.

Superior execution.
The finest customer service strategy is worthless if it isn't executed at every level of your business — that means through your channel partners, your customer service reps, your third party providers and even your field sales and engineering. Contextware consistently and instantly disseminates strategy and procedures across hundreds of locations and thousands of employees. More than a portal, Contextware captures your customer service and support policies and procedures, link those activities explicitly to the resources needed to execute crisply and establishes a digital audit trail to help ensure that your customers service representatives are adhering to your rules.

Superior self service.
One of the most fundamental business benefits of the Web is that it empowers users to locate, learn, decide and solve questions for themselves. Your customers can do the same while reducing demands on customer support resources. The challenge is capturing useful information — the “how to do”, not just the “what to do”. Contextware helps you think through and document actions as well as relevant information. You save money and your customers are happier because they can find what they want when they want it.

Contextware won't force your customers to think in pieces of information. We help them learn step-by-step — making Contextware an exceptionally robust FAQ repository for self service customer support. You save money and increase customer satisfaction because customers can find what they want when they want it. And satisfied customers purchase more, at much lower cost per sale.

Contextware High Tech Solutions:

Business Process
Management

Customer Service &
Support

Employee Life Cycle
Management

Compliance Platform

Knowledge
Management

Program
Management

Real Time Learning