Faster, accurate answers at your fingertips
A robust Knowledge Base powers not only your agent performance but your customer satisfaction when self-serving. It contains all your standard answers to frequently asked questions about products, services and your business. It also helps to give consistency to the style and quality of your responses – boosting your brand reputation.
Whether an agent or a customer uses the Knowledge Base they can use their own words to ask for what they want. Because it’s intelligent it learns from usage, so it presents trending themes to match user searches or channel choice.
Working with Eckoh
Linking your Knowledge Base to your website and integrating with other services such as Web Chat, your agents won’t need to switch screens or systems to resolve customer queries. They simply choose the best answer from the Knowledge Base and push it to your customer in just a few clicks.
Don’t worry if you don’t have a Knowledge Base because we can help you build one. You’ll probably have most of the information you need in your business already, it just needs bringing together.
How we helped Studio Moderna
We have consistently achieved extra sales as a result of Call-Back and it is now outperforming our self-service tools as a way to achieve a more than satisfactory return on investment. This innovative and effective service is now firmly part of our customer offering.
Adrian Burleton, CEO, Studio Moderna
Here's the benefits
- Agents can respond faster, and customers can find their own answers
- Improves the consistency and accuracy of responses
- Save time and hassle for your agents
- Make the most of your existing knowledge assets
- Agents and users can search in their own words
Connecting Customers with Agents
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