Maximize the efficiency and effectiveness of your call center!
Time spent by customer service agents looking for answers adversely affects key performance indicators: customer satisfaction (CS), handle time (HT) and call resolution (CR). The TextWise Call Center Solution empowers your agents to find highly-relevant related knowledgebase articles and/or solutions fast. Here's how:
THE SOLUTION:
Whether a question comes through a ticket or direct call, TextWise provides agents with a tool layered over an internal CRM system to assist in finding answers to customers' questions.
THE BENEFITS:
- Decrease the amount of time an agent searches for a resolution to a customer's issue.
- Increase customer satisfaction by offering them quick and correct information through the agent.
EXAMPLE: An agent responding to a customer's problem via a ticket...
For this ticket, TextWise determined the 'digital DNA' or 'aboutness' of the text thereby facilitating high resolution matches without using keywords.
The TextWise Agent Support Widget would provide related support articles to the information matched from the knowledgebase:
NO-CHARGE TRIALS:
- No charge trial; pay-as-you-go after the trial period
- Minimal integration and installation - identify content available for matching and set up your site using our widget or integrate directly with our SemanticHacker API
Contact us for more information about how to set up your trial.