RapidAnswer Product Overview

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					RapidAnswer Product Overview 
					
						Enterprises are rapidly increasing the deployment of their services via online self service channels. It is now common place to hear about online banking, online reservations, online billing, online sales, online publishing etc.
						
						This shift to online services naturally generates large volumes of customer support calls from new users trying to learn how to use these new services. Because many of these calls are now transaction related they become urgent in nature and can quickly lead to frustration and abandonment if not handled quickly and efficiently.
						
						Unfortunately, customer support personnel are forced to put clients on hold and spend a great deal of time looking for answers from various information sources that are scattered in databases, CRM applications, case management systems, user guide documents, specialized knowledgebase or intranet website. Often times, by the time the CSR returns to the customer, they are either dealing with an irate customer or the call has been abandoned.
						
						This is a common problem in many leading corporations and is causing CSR stress, customer dissatisfaction and revenue loss.
					
					The RapidAnswerTM Solution
					
					RapidAnswerTM is an integrated self service solution for use by customer support representatives that need a single point of access to all product related information, regardless of where it is stored within the corporation, as they try to provide quick answers to customer questions.
					
					It provides an enhanced capability to provide quick and complete answers on first contact, improves customer satisfaction and reduces the amount of time and resource that is required to service each customer call.
					
					RapidAnswerTM is also used on customer facing public websites to provide online customers with an interactive and easy to use self service environment to quickly retrieve product information or to get answers to commonly asked questions.
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What are the needs of RapidAnswer users?
CSR Department " Customer Support Representatives (CSRs) must have complete and up to date information when answering customer questions. They need a single point of access to all relevant product information, customer information and information stored in our knowledgebase and CRM applications" Senior Operations Exec.	Marketing/Sales Manager "I would like to know what questions our customers are asking online, what answers we are providing them and, most importantly, I need to know how satisfied our customers are with these answers..." Marketing Exec.	Online Banking Customer "I frequently go online to view my balances and to make bill payments. Repeating the same usual transactions is very easy. But it becomes frustrating very quickly if I try to setup a new transaction I had never done before. Surely they can simply list the steps any dummy can follow, can't they? I know the information is somewhere in the website, but I cannot find it. Simply have to call customer support and hope it is answered quickly..."

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