The IntelliResponse Answer Suite

When customers today want answers, there's one place they go to first – online. Today's customers now prefer to serve themselves online versus calling your company to speak with agents.

Today, the self-service experience has become a make or break part of generating revenue and customer loyalty, and providing customer service. Today, IntelliResponse Answer Suite takes your customers to new heights when it comes to the multi-channel self-service experience – all while minimizing costs and service effort.

WHAT IS IT?

The IntelliResponse “Answer Suite” is a next generation Question & Answer platform that goes far beyond the capabilities of any FAQ or site search tool. It delivers quick, effective and approved answers to customer and agent questions, and leaves them thrilled with the experience.

HOW DOES IT WORK?

With the IntelliResponse Answer Suite, your company web site, mobile application, Facebook Fanpage and agent desktop can be transformed by an engaging virtual concierge, empowering customers to ask questions using normal, conversational language. The correct and complete answer is then instantly served to them in a variety of engaging ways. (Try this for yourself, with the Ask Iris box at the top of this page.)

It's a low effort, engaging experience unlike anything your customers have ever seen. A customer experience this satisfying creates a positive impact in all the right areas: higher customer loyalty, increased sales, reduced customer service costs – and not to mention an ever-expanding database of up-to-the-minute customer insight, thanks to instant transparency into every customer question submitted.

The Modern Customer is Everywhere. Are you?

The IntelliResponse Answer Suite technology works wherever your customers choose to interact with your company – whether they're surfing your web site, or visiting your social media channels like your Facebook fan page. And it doesn’t matter if they're using a computer, laptop, iPhone, iPad, BlackBerry or other mobile device. IntelliResponse Answer Suite technology lets you provide a superior customer self-service experience anywhere you like – and take your answers straight to where your customers are.

You can even equip your own customer service agents with the same technology on their desktops, to drive customer satisfaction higher in the contact center.

KEY FEATURES:

Superior customer-facing features that come standard with the AnswerSuite provide a self-service experience like no other, and one that often matches or exceeds the support provided by live service representatives – without the costs, inconsistency and wait times.

• Related Questions. When your customer is served with the answer to his or her question, he or she will also see a list of related questions. This provides a clear, efficient and intelligent path for any customer who wishes to 'go further' with their queries. Behind-the-scenes, you can easily configure intelligent relationships between responses in your IntelliResponse AnswerSuite, or let the system do this automatically with the next feature.
• Suggested Questions provides an automated supplement to the Related Questions, where served responses automatically present alternative questions based on similar keywords.
• Top 10 Questions serves a dynamic, constantly evolving list of the most relevant questions based on aggregate real questions from your customers.
• User Ratings allows an end user to rate the quality of an answer, providing the collection and display of ratings data in real-time.
• Session Summary allows the customer to view and print a summary snapshot of their entire session.

Reporting and Analytics features capture customer intentions to help you extract full value from all the data and true “voice of the customer” feedback the platform gathers.

Summary-Level Reporting

• View historical trends in configurable charts and summary pages through Historical and System Performance Overviews
• View user rating summaries by using the User Ratings Report
• View condensed views of unanswered and answered questions for an immediate picture of consumer thoughts and interests by using Question Analysis Reports
• Learn consumer thought behavior by viewing a summation of question and response sessions by using the Response Sequence Report
• Compare/contrast user questions in different departments or line of business by using the Custom Category Report

Data Reporting

• View every single question asked and response given by using Question Listing Reports
• Get an entire snapshot of your knowledgebase and criteria by using the Response Listing Report
• Learn if any links are dead or broken with the Link Validation Report
• View your most frequently asked questions from any timeframe through Response Frequency Reports
• See what countries or regions your consumers’ questions are coming from by using the Question Distribution Report
• Find out how many changes are being made to your knowledgebase by using the Content Modifications by Administrator Report

Tweet