Customer Support Solutions
Efficiently Capture Support Files from Customers’ Products
Simple, Secure File Sharing for Customer Support
Provide simple, reliable and timely transfer of all the files needed in a modern support process. Without leaving email or their Salesforce Cases and Accounts, reps effortlessly send, request and store related documents. You control the security and governance policies, while the Kiteworks platform invisibly protects the data and tracks all the actions for compliance reporting. Handle any file type or size efficiently, including logs, pictures, videos, screenshots, design files, databases, etc. You can even automate file transfers directly from technology products to ensure speed, reliability and customer satisfaction.
Comply with Security Regulations without Slowing Your Team
Automatically Enforce and Report on Governance Policies
With so much sensitive data coming from customers – personally identifiable information (PII), intellectual property (IP) and protected health information (PHI) – you must meet an ever-expanding list of compliance regulations and policies. Support organizations who address compliance with extra steps, tools and training inevitably slow down their support responsiveness and reduce customer satisfaction. Those who ignore it risk compliance fines, breaches, lawsuits, and lost business. Avoid these risks by enabling the Kiteworks platform’s simple, transparent enterprise security and governance right in your customer support workflows. Know where your sensitive files are and who accessed them, and satisfy auditors with the reporting you need to comply with GDPR, SOC 2, HIPAA and other regulations.
Avoid High Cloud Storage Costs
Use the Storage of Your Choice for Customer Support Files
CIOs favor the power and convenience of cloud-based customer support software, but may not be able to use its file storage. In some cases, you balk at the storage cost. In other cases, you require that sensitive data stays on-premise for compliance. You can substitute file shares, but without an audit trail, links to cases, and an easy way to cross the firewall, it results in slower responses and lower satisfaction. Avoid these risks to customer satisfaction by using the Kiteworks platform. Plug it directly into your support team’s Salesforce Service Cloud cases, enabling them to effortlessly send, receive and store files securely. Keep full control over its storage resources and infrastructure. Finally, you can meet your budget, security and compliance needs while optimizing response times and customer satisfaction.
Protect Your Intellectual Property
Automatically Enforce Your Security Policies
Support engineers for technology products share IP and other sensitive files with customers every day, sending license keys, patches, databases and sometimes entire VMs. CISOs need ways to control this risk, since pirated license keys can hurt your company’s margins, and a major competitor stealing your technology can irreparably damage your business. With Kiteworks platform, you protect your IP with access controls, strong encryption and IT-controlled policies. You can fit it seamlessly into the support team’s workflow, and track where every file is, who has accessed it and what they did with it.