Five tips for a better FAQ
Monday, June 13, 2016Did you know that a good FAQ can reduce the number of incoming support tickets to customer service by half? Read our top five tips for a better FAQ.
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“With Humany’s help, we have taken customer satisfaction and efficiency to a whole new level. It’s fast, it’s easy to use, it looks really great and the support is fantastic!”
“SEB phone banking has worked closely with Humany for six years now, and we’re really happy! Humany has always been both responsive and proactive, and has always beaten our expectations.”
“Humany helps us to deliver the right information, at the right time, to the right users.”
“Since we introduced Humany’s agent portal, our customer service agents are happier and more effective, and report that they are now able to handle enquiries faster and more easily.”
”The platform is very easy to use both when editing the content and when searching for information. This gives the customer support agent a good overview and quick access to the correct answer to the customers questions.”
"Humany's solution provides us with the perfect tool for our self-help portal, providing an invaluable relief for our customer service employees."
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Create
Create guides and dialog trees with multiple responses
Simply create your knowledge base with guides and dialog trees that answer customers’ most common questions.
With Humany, you have multiple response versions in one and the same guide, for example, internal answers for your customer service and externally for your website.
An easy-to-use, but powerful translation mode simplifies work with several languages in the same knowledge base.
Publish
Simplify with ready-to-use widgets
Publish a dynamic FAQ on your website with one of our turnkey widgets. These are easy to configure and adapt graphically so that they blend in the specific characteristics of your website.
Humany also offers a portal for internal use, which can either be protected by a password or an IP number. The portal can be used independently, or simply integrated into your intranet or other platform.
Automate
A smart, self-learning search function
With our smart and self-learning search function, it is easier than ever before to find relevant information. Over time, the function learns how visitors express themselves and also takes into account that pages on your site customers have visited.
Humany can also analyze entire emails and suggest solutions before emails are sent, as well as proactively suggest suitable answers on sites where questions and issues are common.
Collect
Tailor-made web forms
Create your own tailored web forms with a simple drag-and-drop interface, and collect exactly the information you need to reply to a given enquiry.
Handling issues becomes faster, more effective and more pleasant – no more yoyo emails where customers have to supply additional information again and again!
An innovative conditions function also makes it easy to create dynamic forms that show or hide parts of the form based on previous choices.
Personalize
Service on a personal level
With Humany’s personalization engine, you can give every visitor a unique experience. Humany can provide different answers to a single question by, for example, using information from logged-in users’ profiles.
Personalization is easily set-up in a user-friendly editor and is configured with simple APIs.
Optimize
Optimize your contact methods with smart rules
Make your contact page and contact methods more dynamic with Humany. With the help of our smart rules, we direct the right enquiries to the right channels.
We can also easily manage which type of support visitors should be offered, for example by giving certain visitors immediate access to personal service and prompt others directly to FAQs.
Improve
Follow-up important customer issues and remove irrelevant content
Follow-up important questions that have failed to generate any hits or views in the knowledge base, and continually update it based on what customers actually ask about.
Are there large numbers of similar questions for which there are no good answers? Update the knowledge base. Are there guides that have never been read? Get rid of them. Do some guides receive poor feedback? Re-write and improve them.
Humany improves the entire customer service experience
From visitors to supervising managers
Web site visitors
With Humany’s smart FAQs, up to half of site visitors find what they are looking for themselves. This reduces stress on customer service, so that those users who need personal support obtain answers more quickly through dynamic contact methods.
Editors
An editor using Humany has access to a user-friendly interface and considerable freedom to work with content and contact methods. Editors are able to quickly and easily create new guides, dialog trees, dynamic contact forms and smart rules which direct the right issues to the the right channels.
Customer service agents
For those who communicate with customers via email, chat or phone, there is a specially adapted knowledge portal for internal use that is fast and reliable. Agents can quickly provide feedback, allowing editors to improve content.
Supervising managers
Humany’s integrated statistics make it easier than ever to keep track of customers’ issues and questions. Perhaps such enquiries can even be the source of new products and services?
