123. Building a Customer Support Portal
Transforming inquiry responses from "human-dependent" to "system-based." We will build a support portal that allows customers to resolve issues on their own and connect quickly only when necessary.
The main factor causing the support to become strained is the lack of a space where issues can be resolved before inquiries arise. Repeated questions, incomplete information, inability to track response history, and a decline in quality due to changes in personnel all contribute to this. If this continues, both customer satisfaction and retention rates will decrease. In this service, we will build a customer support portal that integrates FAQs, manuals, incident information, applications, and ticket management. It is not just a simple FAQ site; it is designed to reduce the number of inquiries and the labor involved in responses while improving response quality through the process of **"self-resolution → information collection → ticket creation → progress visualization → recurrence prevention."** ■ Provided Content (3 points) 1. Support portal construction (members, permissions, FAQ/Docs, announcements) 2. Ticket/application flow design (information collection, classification, SLA) 3. Operation and improvement design (knowledge management, logs, KPIs, continuous improvement) Deliverables: Complete customer support portal (site + management + operational design) *First, please tell us the "top 10 inquiries you want to reduce" and the "categories of support (incident/operation/billing/contract)." We will start with the process design.*
basic information
■Deliverables Customer Support Portal (Member Login, Permissions, Knowledge Base) FAQ/Manual Structure (Categories, Search, Update History) Ticket Management (Forms, Classification, Priority, SLA, Progress Display) Incident/Maintenance Notifications (Status, Notifications) Admin Screen (Customer Management, Permissions, Logs, Reports) Operational Design (Update System, Approval, FAQ Creation, KPI Management) ■Approach 1. Current Situation Assessment: Organize inquiry types, response system, SLA, and issues 2. Information Design: Design categories for FAQs/Docs/Incident Information 3. Ticket Design: Confirm required items, classification, priority, and SLA 4. Permission Design: Differentiate views by customer and contract 5. Construction: Portal + Tickets + Notifications + Management 6. Start Operation: Monthly addition and improvement of FAQs from logs
Price information
■9 million to 60 million yen (varies by tickets/permissions/integration) - Light (members + FAQ/Docs + announcements): 9 to 18 million yen - Standard (ticket management, SLA, permission differentiation, logs/KPI): 18 to 38 million yen - Expanded (CRM/CS tool integration, enhanced status page, multiple products): 38 to 60 million yen *Recommended to indicate "estimate required"
Delivery Time
Applications/Examples of results
■Concerns Many similar questions lead to overwhelmed support Insufficient inquiry details increase back-and-forth communication Response history is scattered, leading to a decline in quality during handovers Unable to properly communicate outage and maintenance information SLA (response deadlines) and priority management are unclear ■Uses Reduction of inquiries (improvement of self-resolution rates) Improvement of response quality (collection of necessary information, SLA management) Reduction of customer anxiety (visualization of progress, outage notifications) Knowledge asset creation (transforming tickets into FAQs) Support operations by contract/product (differentiating permissions) ■Examples of Achievements (no company name format) Many similar inquiries → Reduced first responses by structuring FAQs Frequent back-and-forth → Shortened resolution time with mandatory information templates Anxiety about outage responses → Controlled inquiry concentration with status notifications
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