|
Web self-service applications are fast becoming the standard for basic customer interactions. Customers are encouraged
to use the web as a cost-effective support mechanism to make inquiries about products and services, to place orders,
receive technical assistance and resolve questions and service needs.
But how does a company know if its self-service applications are delivering the desired results? Are customers satisfied
with the support they receive and are their interactions building loyalty and a deeper customer relationship? From the
company perspective, are web and support services such as chat providing the expected cost savings? And, are the
interactions feeding the right business analytics back to your sales, marketing and product development teams?
Knowing how your customers want to communicate under which specific circumstances is critical to their
satisfaction—one-size fits all is no longer a sustainable strategy. Your company must also identify how it wants to
guide and communicate with customers from a customer value and cost-avoidance perspective. In order to deliver the ideal
customer experience and reap the results, then, your company must learn from each and every customer interaction—in a
word, analytics.
With our partner Baynote, we help guide your customers to the most useful, high-impact content and articles on your website. By implicitly understanding
which content is valuable to visitors' like-minded peers, we help your site visitors and support agents find their intended
content with significantly fewer clicks — meaning fewer calls, fewer emails, and happier customers.
Service and support organizations slash hundreds of thousands of dollars through the use of the Social Search and Content
Recommendations, both part of the Baynote
Collective Intelligence
Platform (CIP).
Web Self-Service Features and Benefits:
-
Slash costs up to 20% through targeted content recommendations and social search that help visitors
resolve issues themselves
- Increase search success by as much as 2000% by delivering results that are proven to be useful to
like-minded peers
- Resolve support issues faster by enabling agents to tap the collective intelligence of site visitors
themselves for search
- Redirect labor involved in manual tagging and pinning of search results by utilizing the "dynamic folksonomy"
of your visitors
- Instantly federate multiple content repositories by utilizing visitor behavior to discover and surface the most
useful content that resolves common or niche issues
|
Company Overview
Helping to enhance the user experience from a content discovery perspective
