• Dynamic FAQs improve customer experience and reduce customer contact

    150 150 Stuart O'Brien

    By ContactOne

    Today’s web users are increasingly relying on the Internet as a prime source of information and are more likely to use FAQ based solutions for answers. On the plus side this trend can be leveraged to reduce the propensity for on-line visitors to contact Agents.

    The flip side of this is that the traditional static help centre solutions are not optimised to take advantage of this as customers often need to leave the webpage of interest to find help in the static FAQ section.

    1 – Static Help Centre vs Dynamic FAQs

    Dynamic FAQs, from ContactOne, address these issues by enabling the users to get the answers they need without leaving the page. The AI predicts users, queries based on contextually mapping web page content. Website visitors are then presented with a list of relevant help articles, without having to leave their current page.

    This means that customers get instant answers to their queries without having to use the contact centre, resulting in positive impacts to the customer journey:

    • Site abandonment drops
    • Encourages self-service
    • Contact deflection increases
    • Sales conversion increases
    • Customer satisfaction increases

    Our Dynamic FAQs include an intuitive search function based on partial keywords, phonetic matching, managed plurals and extensions with the returned results prioritised based on tags, titles, content and keywords. The self-learning capabilities and can optimise presented FAQs based on volume of page views and article rating. It also helps fill in gaps in the FAQs by reporting missed search terms.

    2- Real-Time Widgets

    Dynamic FAQs has several real-time widgets and reporting modules to show the usage and effectiveness of the FAQs. For each FAQ Supervisors can see both the total number of visitors to that FAQ, along with how many of those visitors went on to contact the contact centre. This enables FAQ answers to be optimised over time to meet the desired objective whether that’s to promote Contact, in the case of sales, or reduce contact in the case of level 1 support / customer service activities.

    ContactOne’s Dynamic FAQ solution can be supplied as part of an integration with our own Omni-Channel contact centre platform, or as a standalone solution for use with existing Webchat, Email and Phone systems.

    For more information on how ContactOne can help you encourage your website visitors to self-serve and improve the customer experience with Dynamic FAQs call ContactOne on 0330 880 4444 or visit ContactOne on the web.

    AUTHOR

    Stuart O'Brien

    All stories by: Stuart O'Brien

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