Taking Advantage of an Interactive FAQ Software in Call Centers

The task of call center agents is to handle customer complaints, questions and other concerns on a daily basis. You can empower your agents by providing them with powerful tools such as an interactive FAQ software, which will make their jobs a lot easier and more convenient.

Make full use of interactive FAQ software
Make full use of interactive FAQ software

With an interactive FAQ software, agents can access relevant information automatically. When customers call, agents will use the software on-screen. The software will pull out all necessary data related to the customer’s concern, question or issue. The information will all be integrated into a seamless process, which the agent can use to resolve problems or make changes to these information accordingly so that other agents can use it in the future.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

The interactive FAQ software is a streamlined, multi-authored channel that a call center business can definitely benefit from. What are these benefits?

  • Significant reduction of the Average Handle Time or AHT, which is the time that agents spend on each customer
  • Increasing chances of First Call Resolution or FCR that increases positive customer experiences
  • Enhances the efficiency of a call center company in resolving issues
  • Increases the productivity of call center agents as opposed to relying solely on implemented call scripts
  • Promotes the consistency of call center agents in providing solutions from one customer to another

These are just some of the benefits you can get from the software. There are still others that are yet to be discovered in the long run.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree