How a Self-Learning System Prevents E-mail Overload

Dec 08 2011

self-learning system

It seems that this year, Christmas shoppers are not taking a long time to shop. New research suggests that, with most of it (if not all) done online, many are aiming to get the present-buying done, within just six hours. This situation offers, through technologies like a self-service support and self-learning system, both a challenge and an opportunity to quickly and professionally answer customer-service queries.
Through multiple channels, such as e-mails, chats, contact-us forms, Facebook app-support inquiries, Twitter, mobile help desks, and forums, multi-channel support technologies direct customer queries to contact centers. If the contact center’s agents are able to answer 100% of e-mails, one might think the situation well handled. However, several issues indicate that, for the challenge at hand, this is not an entirely-efficient solution:
Sending users different messages over various channels. Numbers of incoming e-mails are quickly growing as more support-software channels are available for customers to seek answers. However, providing answers, by various agents with different skills, may create different kinds of messages. This is especially critical with social media, where an accidental slip is far more damaging than on one-to-one channels.
Consumers expect immediate response. When customers are looking for immediate answers, answering 100% of emails during the purchasing process is simply not enough. According to Forrester Research, 72% of U.S. online consumers prefer to use a company’s website for getting answers, rather than time-consuming phones or e-mails.
Business growth constantly requires more agents. As a business grows and if it is to continue to address 100% of incoming e-mails, it must hire more agents. This automatically means increased expenses and less profit. 
Repetitive e-mails contribute to high agent turnover. Most incoming e-mails consist of repetitive questions, which become very boring to agents and result in an average 8-12 month job turnaround. When agents leave, this not only means a valuable loss of knowledge, but the expense of training new agents.
Clearly, the web, mobile, and social media channels have become the primary point of contact between companies and consumers. Consequently, companies are now required to answer more than just 100% of incoming e-mails.
Through multiple channels, nanorep solves all of the above-mentioned problems and provides automatic, consistent answers, to both agents and customers. nanorep learns to answer all your repetitive questions automatically, with its self-learning system, resulting in customer-support cost reduction, increased sales-conversion rates, and above all – satisfied customers. 

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