Easy access to the right knowledge is
paramount to performance and quality.
You get that with Responza !
The Internet has provided rapid access to knowledge. The challenge is that the knowledge that is available can be located in several different places and that it is not always up to date and valid. In a service situation, this often means a lower immediate clearance rate (FTR), longer handling time (AHT) and more inquiries on the expensive service channels.
With Responza , you get a knowledge solution that supports your knowledge management and ensures that your knowledge remains dynamic, correct and searchable across entrances. As an organization, you can handle this from one and the same article. One article can thus contain answers to your online FAQ on the website, standard telephone answers for the use of the agents, and chat answers directly to the customer.
Simplifying the search for knowledge increases the possibility of immediately clarifying your customers on first contact, but just as importantly, it increases the possibility that the customer can immediately clarify himself online.
That way, Responza can contribute
Higher FTR, First Time Resolution
Increased employee productivity
Shorter AHT, Average Handling Time
Higher customer satisfaction
With Responza you will thus be able to provide the right knowledge to the right person on the right channel
at the right time.
18% fewer calls after the
online FAQ was set up