In the customer service world, agents are typically bogged down by all manner of repetitive questions on a daily basis. Imagine a service solution that works alongside agents, and doing the repetitive tasks for them – recognizing incoming queries, and suggesting the common reply automatically.
A sort of co-pilot that is always there, jumping in to help whenever needed.
nanoRep provides just that, a learning ticketing system that cooperates with agents to replicate what they do, reducing the load of the repetitive issues, leaving agents to deal with the new and more complicated cases.
Turning single-use agent work into reusable content
Usually, an agent’s work is a single-serving action, hence the constant repetition…
But using nanoRep, every time an agent replies to a ticket, nanoRep learns the reply, and will suggest that known reply whenever a similar ticket comes in – completely automatically.
That even works when different agents are working on the system, if John replies to a shipping question, and Beth is now handling a similar question, she will see John’s reply suggested to her to resolve the issue with 1 click, she doesn’t even need to search for it.
Generate quality contents for your Support-Center
So you are now able to handle that much more tickets, that much easier, but what if you could resolve them even before they are created?
You see, all of these answers that are learned from agent replies are collected for you, sorted by popularity and maturity, ready for you to publish them to your Support Center, or on-site nanoRep widget. When visitors or customers ask these questions online, they will get an instant response, resolving a potential ticket and making your customers happy.
Your customers get better and faster answer, and your agents are free to work on new stuff. In addition, all that new content builds your SEO and draws in more traffic.
New content builds SEO
All that new content you are now generating for free, is an SEO gold-mine. Content (and especially high quality, relevant and constantly updating content) really pack a punch for SEO ranking, and it should, as you are giving customers valuable information, providing real value.
When contents are published to your support center, nanoRep will push new and tending topics to the top, increasing visibility for customers, and also make sure search engines see your content and rank you accordingly.
Do you know what keeps agents busy?
nanoRep is not only your agent’s co-pilot, and your on-line customer’s super-fast agent. nanoRep is your trusted advisor – showing you what agents are spending time on. But instead of relying on manual tagging, nanoRep uses natural language to analyse what is being asked by your customers, proving an intelligent report of the topics your agents are handling.
You get to see the tops questions being asked, what generates the most tickets, and generally what customers are interested in.
nanoRep Intelligent Service – Ticketing System Feature Highlight
- Automatic suggestion of answers to agents, based on the contents of the ticket
- Real time information sharing between agents – as soon as a reply is sent it can be reused by any agent to similar inquiries.
- Automatically generate content for your support center.
- Build your SEO based on quality and updating content.
- Intelligent monitoring – Learn where agents are spending their time and make adjustments based on actionable information.
- International Translation – ticket are automatically translated to an agent’s language.
- Advanced Queue Management – Define your departments, queues, priorities and skills.