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PRODUCT OVERVIEW |
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Enterprises are rapidly increasing the deployment of their services
via online self service channels. It is now common place to hear about
online banking, online reservations, online billing, online sales, online publishing etc.
This shift to online services naturally generates large volumes
of customer support calls from new users trying to learn how to use
these new services. Because many of these calls are now transaction
related they become urgent in nature and can quickly lead to frustration
and abandonment if not handled quickly and efficiently.
Unfortunately, customer support personnel are forced to put clients on hold and spend a
great deal of time looking for answers from various information sources
that are scattered in databases, CRM applications, case management systems,
user guide documents, specialized knowledgebase or intranet website.
Often times, by the time the CSR returns to the customer, they are either
dealing with an irate customer or the call has been abandoned.
This is a common problem in many leading corporations and is causing
CSR stress, customer dissatisfaction and revenue loss.
The RapidAnswerTM Solution
RapidAnswerTM is an integrated self service solution for use by customer
support representatives that need a single point of access to all product
related information, regardless of where it is stored within the corporation,
as they try to provide quick answers to customer questions.
It provides an enhanced capability to provide quick and complete answers on first contact,
improves customer satisfaction and reduces the amount of time and resource
that is required to service each customer call.
RapidAnswerTM is also used on customer facing public websites to provide
online customers with an interactive and easy to use self service environment
to quickly retrieve product information or to get answers to commonly asked questions.
Product Information Portal Provides 360 View
A key enabler to enhancing the productivity of your call center is through the
creation of a product information portal that provides unified access to all
product and customer related information regardless of where it is stored within
the corporation or whether information is stored in databases, documents or CRM applications.
Product information portals typically consist of information gathered from websites,
product user guide manuals, various knowledgebases, CRM applications, selected
databases and even customer support emails.
RapidAnswerTM will automatically extract the latest information from all such
sources and will index the entire contents to enable instantaneous search and retrieval.
Knowledgebase for Frequently Asked Questions
If Pareto's 80-20 principle applies to your environment;
80% of your call volumes are driven by 20% of the most frequently asked questions.
Identifying these 20% commonly asked questions and providing concise
and complete answers will go a long way in significantly improving
customer service efficiency and enhancing customer satisfaction.
RapidAnswerTM incorporates the functions and tools required to build a
structured knowledgebase of the most common questions that are asked by customers.
The knowledgebase is organized into a structured taxonomy of product categories,
sub-categories and topics.
When customers (or service representatives) enter a search keyword, the most
frequently asked questions are returned from this RapidAnswerTM knowledgebase
along with search results from all of the other information sources within the product
information portal.
The integrated search results along with the dynamic drill down capability provide an
intuitive and elegant environment for discovering user intent and providing specific and
precise answers quickly.
Monitor User Feedback on Returned Answers
RapidAnswerTM will continually poll users for feedback on whether the returned
answers were satisfactory. A click through server is used to identify what
subjects and product categories are returning zero search results and those
topics that are leading to customer support calls.
An extensive set of pre-packaged reports are used to perform analysis on topics
and product areas that need improvement. Customer support representatives are
able to enter new questions and answers for publishing into the knowledgebase
based on volume of questions asked.
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Powered By Fast ESPTM
A unique differentiator for RapidAnswerTM is the fact that this is a solution
that was built from ground up for direct integration with FAST ESP -- the world
leading Enterprise Search Platform.
The product automatically leverages all of the technology capabilities of an
advanced search engine including:
- Advanced natural language processing
- Sophisticated relevancy determination
- Dynamic drill down, live analytics
- Configurable rank tuning of search results
- Capability to process over 225 file formats in 77 languages
- Linearly scalable distributed architecture
- High performance, fault tolerant architecture with multi platform operation
- Click here for more detailed information...
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RapidAnswer:
" Customer Support Representatives (CSRs) must have complete and
up to date information when answering customer questions.
They need a single point of access to all relevant product information,
customer information and information stored in our knowledgebase and
CRM applications"
Senior Operations Exec.
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SEARCH | NEWS | SITE MAP
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Unique Features:
- Intranet search results returned
from entire information portal.
- Integrated website and
knowledgebase search results
- Natural language queries
- Customer satisfaction polling
- Dynamic drill down
- Provides cross-sell opportunity
- Download Product Brochure....
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