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| Enterprise Search and Knowledge Discovery Technology Services |
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Knowledgebase for Frequently Asked Questions
If Pareto's 80-20 principle applies to your environment; 80% of your call volumes are driven by 20% of the most frequently asked questions.
Identifying these 20% commonly asked questions and providing concise and complete answers will go a long way in significantly improving customer service efficiency and enhancing customer satisfaction.
RapidAnswer incorporates the functions and tools required to build a structured knowledgebase of the most common questions that are asked by customers. The knowledgebase is organized into a structured taxonomy of product categories, sub-categories and topics.
When customers (or service representatives) enter a search keyword, the most frequently asked questions are returned from this RapidAnswerTM knowledgebase along with search results from all of the other information sources within the product information portal.
The integrated search results along with the dynamic drill down capability provide an intuitive and elegant environment for discovering user intent and providing specific and precise answers quickly.
Monitor User Feedback on Returned Answers
RapidAnswer will continually poll users for feedback on whether the returned answers were satisfactory. A click through server is used to identify what subjects and product categories are returning zero search results and those topics that are leading to customer support calls.
An extensive set of pre-packaged reports are used to perform analysis on topics and product areas that need improvement. Customer support representatives are able to enter new questions and answers for publishing into the knowledgebase based on volume of questions asked.
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