Provides a repository of information that can be used by those seeking support.

Makes articles in the knowledge base searchable on the web.

Enables users to engage with other users to solve common issues.

Allows site administrators to participate in forums and update FAQs accordingly.

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

Creates tickets from forum questions that were not resolved within the community.

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

Embeds live chat capabilities within self-service tools.

Archives conversations in a separate location for later reference.

Enables employees to denote potential customers.

Establishes a knowledge base for employee reference during conversations.

Provides a central location for help requests, helping employees respond sooner.

Allows for the creation of profiles for contacts and customers.

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents.

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket.

Ability for customer service agents to communicate with customers via live chat to solve problems live.

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks.