Web Support - Extensive Knowledge Base Available 24/7
To further enhance our current support services 5 Star are pleased to announce that an additional support service is now available without any additional costs. Following our customer consultation last year we have developed an easy to use online system to provide our customers with support 24 hours of the day, 7 days a week and 365 days a year.
The online system is designed to be an additional service providing rich information that can be reviewed at any convenient time. Please be assured that this is not intended, either now or in the future, to replace our personal telephone service. This will continue to be the main delivery of the support service and continue to provide high standard of support that is required.
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Web Support Demonstration Recording
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Current Features
- Extensive Knowledge Base - Over 850 Entries
- Advanced Search Facility to Locate Answers
- Issue Tracking - interactive view of current issues
- Financial Account Information - view outstanding transactions on your account
- Support Call Log - send a request directy to 5 Star support
Forthcoming Features
- Problem Analysis - Futher Functionality
- Advanced diagnosis of current search facility
- Ability to store your most used solutions
- Access to your contract information (Financial Users only)
- Continual update of support information
Knowledge Base
The knowledge base acts as a huge database of information for the 8 different solutions that 5 Star support. If a user has a 5 Star product then there will be a section within the knowledge base relating to it. In this year alone the knowledge base has grown from 120 entries upto a mammoth 600 entries. These entries take the form of questions and answers relating to all 9 of the specific solutions. The Q & A's have been created by 5 Star's in-house experts, or the support team as they prefer to be known, with a lot of dedication going into how the information is presented.
By creating the knowledge base 5 Star have provided all users with a fantastic tool to search for answers to problems at anytime. The knowledge base is ever growing and at present at least 20 non-duplicate entries are added every week by the 5 Star support team.
The following 3 screenshots show how a search can be carried out in 3 easy steps:
The system encourages the use of natural language by the user, so that they are able to put the problem in the exact terms of how they would describe it to a human. By giving as much information to the system as possible will help it find a more viable solution. Later versions will allow the system to ask further questions to find a more suitable answer. The system is able to learn from input entered into it and popular questions, recently asked questions and your own personal questions that you have searched for will be available on the 5 Star support area in December 2006.
Online Support Access
To gain access to the Online Support System we will require the Managing Director / Owner Manager or someone in an equally senior position to authorise the users to gain access. There are two levels of access, a standard level and a financial level that will include items like contract costs and account details in the future.
We require the senior person to provide us with a list of users that they would like to have access to the system and which level is required. This can of course be changed at a later date. On receipt we will set the users up who will receive a welcome e-mail with their username and password. Users can change their password when they login. If a user forgets a password click the ‘I have forgotten my password’ link to get a new one sent to your email address.
