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A business will have a higher chance of success if it respects the customers’ time. This insight might be simple, but many fail to follow it. For instance, a lot of businesses keep consumers on hold for a long time or reply to their emails/chat after a prolonged gap - this increases the attrition rate and builds a negative perception about the CX.
To avoid this, a brand needs to integrate alternate solutions in its support framework - capable of taking away the pressure from the support funnel without impacting the overall CX. Automated FAQ software is one such tool.
The knowledge base management software can provide answers to a customer’s frequent concerns instantly. And help the support team in reducing the average query-resolution time significantly.
We have designed our proprietary FAQ software to handle a large influx of dynamic queries simultaneously without any glitch. It uses AI, ML, and Natural Language Processing (NLP) bots that scan the database in real-time to fetch the most relevant answer.
You can also easily program our FAQ software to aid agents in finding relevant modules, articles, or documents from a large pile of data. The knowledge base management software also assists the support team by alerting them about potential concerns - which helps them plan an appropriate response.
Support agents can easily navigate through our knowledge base management software to find suitable materials for their queries.
Upon learning the specifics of the domain, the FAQ software can analyze the customer queries to identify frequently raised issues.
Our FAQ tool can provide actionable insights on training effectiveness to help you plan training sessions.
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Our proprietary knowledge base management software helps you reduce agent effort and improve agent efficiency and average handling time. The tool provides agents quick access to the answers to frequently asked questions and thus reduces the time spent on searching for the right answer to customer queries.
It is better if you have a basic understanding of call center operations and how digital transformation can help your business. It would help if you also had an idea about what you require from a BPO like Fusion.
You do not need to be tech-savvy to order a knowledge base management software application. Our experts will help you in every stage, from installation and application to troubleshooting.