Hi, I am wondering if anyone can sugest any software for me. I sell cellphones, and have recently expanded to ebay where I get many "upset customers" due to the fact that they dont know the answer to something, so they rely on an outside source to get info, they dont like what they hear, then they get mad and finally decide to call us, only to find out there is a simple resolution.
For example, some phones have low reception, until the customer changes a setting. Since different customers are in different parts of the USA, there isnt a "1 setting fits all". Its rather rare to have to change it, but now and then it does happen.
Many times they call Verizon, Verizon says "ohh you got it from ebay- it probally has a problem". The customer gets deffensive because they think we sold them a damaged product, so they call us and get upset, and request to send it back. It would be easier if I can set up something online where the customer can click on a problem they are having, follow a searies of steps, and be directed to call us if the problem can not be solved with any of the mentioned solutions. The past two returns we had, both were simple fixes. Also in both, the customers called us for support after hours (looking for a solution) - by the time we were opened the next day and called them back, both customers just wanted to return it, because they decided to purchase one elsewhere- because they thought it was defective.
I am looking for software which is generally easy to use, but complex in ways such as where customers can press a button "yes this solved the problem" or "no this didnt solve it" where they would be prompted to try other possable solutions. Also looking for a low budget solution. Any sugestions?
I did research it online, but most of the helpdesk software I found was for employees to find solutions, and read them to the customer. I want the customer to access the database of solutions, not the employee.
Thanks for any info.
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