How do automated responses work with your company's FAQ/Wiki?
Posted: Thu Jan 02, 2025 9:43 am
Deferred responses and the corporate Wiki, FAQ, and troubleshooting knowledge base should be in sync. There should be an automated system for inserting specific troubleshooting steps or general information into the text field inside the deferred response. If you do not use text placeholders, deferred responses will accumulate. It will be difficult gcash database for support agents to process such a long list of deferred responses. To solve this problem, some verbal scripting services or tools offer syntaxes. When support agents enter certain shortcodes or syntaxes in the email or chat console, the tool automatically creates a script. The tool also pulls support information from the company knowledge base , FAQ , or Wiki. Linking the deferred response tool to the company knowledge base will also help you provide updated instructions or troubleshooting steps. Otherwise, you will have to manually update all support scripts.
Benefits of using scanned answers
Saving time
Delayed responses ensure that you don’t have to type out answers to frequently asked questions. Since customer service agents can quickly answer frequently asked questions with these responses, they can focus on more productive tasks with the time saved.
Seamless control
Customer service providers can easily manage a large number of customers with the help of canned response applications. If you work for an Internet service provider, you are often asked about the cost of available packages. Instead of answering everyone with the same answer by typing, you can easily handle this task by pasting a canned response into the chat window.
Benefits of using scanned answers
Saving time
Delayed responses ensure that you don’t have to type out answers to frequently asked questions. Since customer service agents can quickly answer frequently asked questions with these responses, they can focus on more productive tasks with the time saved.
Seamless control
Customer service providers can easily manage a large number of customers with the help of canned response applications. If you work for an Internet service provider, you are often asked about the cost of available packages. Instead of answering everyone with the same answer by typing, you can easily handle this task by pasting a canned response into the chat window.