Astute Solutions' RealDialog is a knowledge management, self-service, and contact center agent assist solution that:
- Allows users (customers, contact center agents, employees, and partners) to ask questions in their own words, and receive fast, precise answers
- Drives down interaction costs while enabling high-quality, efficient, and personalized interactions
- Leverages existing internal and external data sources
- Captures and analyzes the actual questions users are asking
- Provides companies direct and unfiltered insight into customer needs and concerns
Capture insight at every touch point. Realdialog can capture reporting and statistical information for each channel, providing a comprehensive view of your customer’s voice in their own words. This information can be viewed individually as well as cumulatively.
For a major auto manufacturer, this voice of the customer capability led to expanded product options that might have been overlooked otherwise. In addition, a leading valve manufacturer reduced lawsuits by providing immediate, accurate answers through its Web site.
Numerous Applications. Any organization that aims to deliver superior agent-assisted and self-service interaction experiences, have better-informed employees, ensure information accuracy across all channels, drive down costs, and gain unmatched insight into customer needs (implicit and explicit) can benefit from RealDialog. Enterprises of all types can leverage its capabilities in numerous ways, including:
- Providing a powerful, interactive knowledge base (via Web self-service, intranet portal, CRM application, kiosk, or IVR)
- Providing support for customers, employees, partners and franchisees
- Deflecting inbound calls and emails while improving interaction quality
- Guiding customers, technicians, and service agents through problem diagnosis and resolution
- Providing targeted answers throughout the sales process, improving closure rates
- Providing personalized account, order, warranty, and support details
- Responding to HR-related questions
- Providing interactive training
- Revealing problems, and opportunities for product managers, analysts, quality control managers and brand managers--without expensive market surveys or customer panels
