There are various ways that a call center company can use an interactive software FAQ today. In the digital-driven world, people are already used to “instant” things. This does not exclude a call center business.
So, how is an interactive software FAQ being used today?
Offer on-screen assistance to call center agents. Traditionally, there are printed materials provided to call center agents as their point of reference. Alternatively, online materials may be accessed as directed by the company. Today, with the help of an interactive software FAQ, on-screen assistance is now possible, which pulls out the necessary information from your knowledgebase depending on the customer’s nature of call.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
Offers consistent answers or statements. There are times when call center agents forget details as they answer customer calls especially when it is based on the printed or online reference. With the software, call center agents can now offer the same answer or statement that can be repeated countless times.
Used as script in collecting data from customers. As the software pulls out the necessary information, call center agents can also collect data to be analyzed. The software can track what happens with every call so you can make continuous improvement later on.
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