|
Knowledge base solutions for retail banking
Assisting your frontline to quickly deliver accurate answers
As customers increasingly rely on self-service, it’s the more complex issues that end up in call centers and branches. While these queries generate the majority of customer service costs they also represent your best opportunity for providing exceptional customer service.
This is a challenge considering the volume of new information agents have to contend with, all of which resides in multiple silos and formats – a challenge made all the greater by the turnover levels experienced by most frontline operations.
SupportPoint assists CSR’s and agents by intelligently delivering up to date information about products, promotions, policies and systems and presenting it in a form that makes that information easy to find, understand and act upon.
Features
Context sensitive guidance delivers the right information at the right time because it recognizes the role and job task of the person calling for assistance. With SupportPoint, agents and CSR’s can be confident of always getting the support information they need with just a few mouse clicks.
Structured presentation of complex information allows personnel to quickly find specific guidance they can easily understand and apply to any customer query or policy or technical issue.
Easy authoring and linking to existing materials allows subject matter experts to develop, review and distribute support information with minimal effort or IT assistance – so content will be more comprehensive and current.
Broadcast alerts allow selected groups to be notified of time-sensitive information in real time without disrupting them while they’re interacting with customers.
Comprehensive reporting provides detailed information about how the knowledge base is being used and which documents are being accessed, right down to an individual or group level.
|
