Monotonous and High Cost: The Worst Combination

Businesses often find that the majority of questions from customers revolve around the same issues. Some estimates say this may be as high as 60 to 70% of questions. Companies spend time answering these questions again and again, while employees get tired of fielding the same issues. This is as bad as it gets!

Answer a question only once!

Smart query technology eliminates the need for repetitive answering of questions. It makes sure that the “history” of questions is utilized well by adding these on to the Q&A database. This not only saves the customer time, but also saves the business a lot of money. After all, every personal interaction with the customer costs money!

But, don’t customers like a personal touch?

Sure they do, but not all the time. Customers are busy people – they don’t have a lot of time to spend chatting with CSRs. While businesses need to stay in touch with their customers at a personal level, once a question has been solved or answered there is no need to answer it again another time. When customers really have a very specific or unique problem, the business must ensure that there is a CSR available.

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