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Request a DemoQuality Self-Service Experiences, On-Demand
Customers come to your website looking for answers – when they can’t find the information they need quickly, they call your contact center. Even worse, they may go to your competitor’s website.
Whether it’s increasing the cost of your operations, or costing you new customer revenue, a lack of centralized, on-demand customer-facing knowledge on your website is an expense your company probably can’t afford to make.
Today’s customers expect to find answers and information online quickly and easily. Make sure your information is accessible quickly and easily by your customers – and keep operational costs under control – with ResponseTek:Customer Self-Service.
How it Works
ResponseTek customer self-service allows you to deploy your company’s knowledge base content quickly to customers, using easy-to-use content management tools to create, edit, and manage your company’s information.
Customer self-service e works according to the needs of your organization and customers:
- Information can targeted for specific websites or customer segments
- Your approval and publishing processes are automated through ResponseTek workflow rules.
- Customers can search for specific content, or browse by category.
- Customers can submit questions easily if they can’t find their answer in the knowledge base.
- Integrating reports and analytics show the most popular and effective content, most popular searches, and top questions, allowing you to continuously improve your knowledge base
The ResponseTek Advantage
ResponseTek makes deploying and managing a self-serve knowledge base easy:
- Customer Self-Service provides quick and efficient resolution to customer issues at a fraction of the cost of traditional contact center resources
- It’s configurable and permissions-based, ensuring the information presented to your customers is consistent with the structure of information access across your organization
- It’s customizable, so your solution looks like and integrated part of your website, and your brand
- Content can be administered by your front-line employees, making them more efficient and effective in their day-to-day jobs, and supporting orientation and training programs.
- Integrated analytics monitor usage and identify quality gaps making it easy for administrators to always ensure the content matches the needs of customers.
The Right Results
ResponseTek clients are using customer self-service knowledge base solutions to:
- Reduce the costs of servicing customers by letting them self-serve.
- Increase customer satisfaction by providing an easy to use self-serve capability.
- Improve the quality of online knowledge content by having a centralized knowledge base that is very easy to update and takes very little time to manage.
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Find out more about ResponseTek:Customer Self-Service |
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