“Our customers call us and ask us about the same things the whole time – even though we have an FAQ on our site.”
Humany’s FAQs are contextual and adapt themselves according to visitor behavior on the site.
The more relevant the information that is shown immediately to a visitor, the greater the likelihood they will read it.
Furthermore, Humany’s search function is self-learning and provides search results that are logical to visitors, without the guide itself having to include specific search words.
“I want to provide a personal service to all those users who really need it, and direct everyone else to self-service.”
With Humany, your customer service page and your contact page become more dynamic. Smart rules control the material that is shown to users, i.e. if they should be immediately offered personal service, or be encouraged to first use FAQs.
For example, a user at a store checkout can be offered help immediately via chat, while the first thing a user with straightforward questions sees is your smart FAQs.
If a user is happy with the answer they get from FAQs, they can then be offered personal service via selected contact methods suited to their specific enquiry.
“I want an overview of our users’ most common problems, so I can resolve them.”
With Humany’s statistic reports, you can easily see which questions are asked most frequently, and which do not have sufficiently good answers in the knowledge base.
By continually reviewing statistics and updating your knowledge base, you reduce the number of enquiries that need to be directed to customer service.
A clear overview of users’ problems also often provides ideas for improvements of general information on your site.
“I want customers who search for help on Google to come to our site, not our competitors’ sites.”
By regularly reviewing and updating your FAQ in Humany’s user-friendly admin, you can be sure that it is always relevant and current.
A customer who has an issue and looks on Google for answers, will now land on your FAQ instead of potentially clicking their way to a competitor.
It’s also possible that your competitors’ customers come to your website because they have looked for help on Google.
“Customer service colleagues have trouble finding the right information quickly when they need to answer customers’ questions. They often have to work with several browsers open at the same time.”
With Humany’s knowledge base, you have access to a central source of information available to your entire customer service.
With built-in dialog support and smart search functionality, which learns how agents search and which monitors which issues are currently most common, your average handle time (AHT) is substantially reduced. New hires and temps soon get up to speed thanks to our easy-to-navigate knowledge portal.
The fact that you can have internal and external information, also in different languages, in a single knowledge base makes managing the knowledge base even easier.
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