Improve Online Experiences while Reducing Overall Interaction Costs
Appease customers. Cut costs. The objectives of implementing Web self-service are clear. But too many companies are discovering—the hard way—that basic self-service solutions accomplish the exact opposite. Are you ready for change?
An effective self-service solution operates as a virtual assistant. Instead of delivering pages of irrelevant FAQs and links, it delivers a one precise answer. It’s an experience worth repeating. Your customers come to rely on this channel as a resource that responds-on-demand with consistent, accurate information. Cost savings follow. Word gets around that your company is serious about delivering personalized, exceptional service. Loyalty builds. Revenues increase. Your Web self-service delivers. Finally.
You can get there. We can help.
Our RealDialog solution overcomes the service disconnect prevalent with basic self-service solutions to deliver great experiences. Through an automated “virtual assistant” on your website, Intranet or within your CRM/contact center application, RealDialog:
- Delivers a single, accurate and specific answer to your customer/user’s question – versus the lists of generic links and FAQs delivered by other self-service solutions.
- Delivers the right answer with up to 99 percent accuracy by understanding phrases, expressions and intent (including the use of pronouns, slang and company/product/industry specific terms), and by clarifying needs through dialog.
- Engages users in dialog to better understand their needs, deliver relevant answers, and resolve their issues.
- Personalizes and contextualizes answers by leveraging user input, product data, order information, loyalty card systems, and more.
- Provides actionable voice of the customer and employee insights by capturing, analyzing, and organizing their actual questions.
As a result, RealDialog delivers self-service that:
- Increases customer satisfaction, retention and positive word-of-mouth through differentiating experiences.
- Cuts inbound email inquiries by up to 80 percent by successfully resolving more issues online.
- Increases conversion rates and reduces abandonment by delivering the right message to the right person at the right time.
- Enhances and protects your brand through more accurate and “branded” answers.
- Helps you identify opportunities, reduce market research costs, and improve marketing effectiveness.
- Delivers rapid ROI at a low cost of ownership.
Learn more about our Web self-service solutions:
Next steps:
Download a brief overview of our RealDialog Self-Service solution
View our article from KMWorld's Best Practices: Is it Live—or is it a Conversational Agent?
Download our white paper: Self-Service Effectiveness: Does Yours Measure Up? A short assessment for taking self-service from good enough to great.
Download our RealDialog Self-Service brochure for a deeper dive into RealDialog's capabilities and impact
