Bold360’s Auto Answers capability helps website visitors quickly find answers to frequently asked questions on their own. Auto Answers help offset volume and deflect routine inquiries, freeing up your agents to focus on more complicated issues and revenue generating opportunities.
Three ways Auto Answers can support your organization's customer engagement strategy:
- Deflect Inbound Communications
Responding to routine inquiries about resetting passwords, billing, product options, etc. can be automated by intelligently serving customers the information they need using keyword triggers.
- Escalate in Real-Time
For customers who don’t find the answer they are looking for in the first search, thresholds can be configured for how many times they need to try self-service before escalating to a live agent. Additionally, triggers based on queue size help control live chat traffic with forced self-service when your agents are at or near capacity.
- Cater to Problem Solvers
Customers increasingly prefer self-service. In fact, 72% of customers search for information on a website or app before reaching out to an agent. Auto Answers serve this market perfectly; allowing them to quickly search through available information to find their answer.