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Features
The automatic answering of customer questions is just one part of the FlexAnswer solution. A powerful Customer Service Suite allows you to monitor and improve the service that you provide.
The following are just some of the features contained within the FlexAnswer Customer Service Suite.
Customer Service Representative (CSR) support tools
Enhancing the efficiency and productivity of your CSRs are important aspects of the FlexAnswer service. Key features include:
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Easy to use
interface
Ensures your CSRs can easily access the information they require in order to respond to a question.
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Availability
CSRs can use the service from wherever is the most convenient; they need only log onto the FlexAnswer service.
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Auto-suggestion
of answers
Even when FlexAnswer isn't able to respond automatically to a question it is able to automatically suggest a small number of likely alternatives.
Management tools
To ensure that you retain extensive control over your support team, and the service they provide, FlexAnswer contains a comprehensive set of management tools. (Some features available in Enterprise version only.)
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Maintain and
manage available CSRs
Managing the interactions with a growing numbers of customers is an important requirement for a fast growing company. The easy scalability of the FlexAnswer solution allows you great flexibility in allocating resource for your CSR support.
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Performance
statistics
A number of tools allow you to monitor the service that you are providing. Vital information is easily available to you on the overall performance of the system, eg, how many queries are being handled automatically. In addition you can also drill down to obtain more detailed reporting information.
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Knowledge
management
The information that you wish to make available to your customers is a valuable resource for your company. FlexAnswer allows for intuitive and yet powerful management of that information.
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Configuring
response level
The FlexAnswer service will only provide an immediate answer to a question if it can answer the request with a certain degree of certainty. In order to give your company the maximum flexibility in its CSR activities it is possible to configure the level of certainty required before auto-responding.
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