Effective Web Self-Service for Employees and Partners
It’s a given—your employees need information to effectively perform their jobs. The challenge lies in making this information easily accessible and ensuring its accuracy. It’s a very costly problem.
On any given day, employees spend excessive time searching for information and files to help them serve customers, learn procedures, and solve problems. This involves hunting through files on the corporate network, navigating the employee portal, logging on to multiple applications, calling the helpdesk, and sending emails to other departments.
Ineffective Web self-service diminishes productivity, increases costs and risks, and builds frustration. Employees spend hours trying to resolve a problem only to reach a dead end. New hires are confounded by the process. Portals and content management systems enable employees to find and access documents that match search criteria. But they do not provide a fast and simple tool for employees to ask questions and get clear and accurate answers. This is a critical capability for fully resolving the challenge.
Our Web Self-Service Solutions can help.
With our RealDialog Portal Assist solution, employees across your company can quickly access information and answers from a wide variety of sources within and outside the enterprise. Through a “virtual assistant’ on your Intranet and/or website portal, they simply enter a question and receive the precise information they need to assist customers, solve problems, or take the right action.
Features and Capabilities of our Web Self-Service Solutions include:
RealDialog Portal Assist doesn’t display long lists of search results or FAQs that build frustration levels by forcing your employees to hunt for their answer. It saves time and effort by delivering one accurate and concise answer.
Because it truly understands language and intent, and can clarify customer needs through a two-way dialog, RealDialog Portal Assist delivers exceptionally accurate and specific answers. Employees and partners receive the right answer, no matter how they phrase their questions.
RealDialog Portal Assist can engage employees in a dialog, when appropriate, to better understand their needs and get to the heart of the issue and its resolution.
RealDialog Portal Assist integrates easily with numerous back-end applications and databases, enabling it to deliver the right data, files and information. Users obtain direct answers without logging into multiple applications and conducting extensive searches.
RealDialog Portal Assist’s knowledge base is quickly established by leveraging existing content (Web pages, product overviews, policy documents and sound and video files).It can point to any type of file that is accessible on the network. The solution complements your content management and portal tools by helping employees find the specific, current and relevant information they need.
This is especially valuable for companies that experience frequent changes to product, service and promotion materials and documentation. It eliminates the challenges of ensuring that employees are given the most up-to-date information.
RealDialog Portal Assist learns from employee input and leverages employee-specific data from other systems (such as HR, logon/account details, membership information, tracking systems, and more) to deliver highly personalized answers.
As a result of its exceptional accuracy rate, its ability to engage customers in a dialog, and its ability to deliver answers in a wide variety of formats; RealDialog Portal Assist effectively addresses specific, technical and complex issues.
When your employee requires assistance from a helpdesk agent, RealDialog Portal Assist escalates the entire transcript of their self-service interaction to a live agent for assistance via phone, email, or chat. The agent picks up exactly where self-service left off. They bypass repetition and reach resolution more quickly.
RealDialog analyzes and aggregates questions and “conversations,” word-for-word, grouping thousands of visitor inquiries into meaningful and manageable categories for reporting and continuous improvement. This provides you visibility into what your employees and partners are asking about, the specific enterprise information they are accessing, and insight that guides positive change.
RealDialog Portal Assist delivers precise answers to employee or partner questions with unmatched consistency and accuracy. When needed, it provides the specific location in a document or file (document, Web page, sound or video file) that contains the information requested. It can even pull relevant data from other sources across the enterprise.
This functionality eliminates guesswork, excessive searching, and the need to launch numerous applications. RealDialog Portal Assist enables effective Web self-service that is exceptionally easy, fast and cost effective. Employee productivity and satisfaction sharply increases.
In addition, our solution provides you visibility into what your employees and partners are asking about, the specific enterprise information they are accessing, and insights for continuous improvement.
Business Impact of our Web Self-Service Solution
As a result, RealDialog Portal Assist:
- Improves employee productivity and satisfaction
- Frees up time and energy that can be channeled to help the company innovate and grow
- Ensures that policies, regulations and organizational best practices are followed
- Reduces costs by minimizing the need for higher-cost assisted service channels
- Reduces the use of inaccurate or outdated information by delivering the most current version of documents
- Empowers and supports field, remote and work-at-home employees and partners
- Reduces employee ramp-up time
To learn how Astute Solutions’ RealDialog knowledge management solution can improve customer satisfaction, eliminate irrelevant search and reduce operational costs, Download a Brochure or Contact Us today!
Next steps:
Download a brief overview of our RealDialog Portal Assist solution
View the article: The 2009 CRM Service Awards: Service Elite—Bath & Body Works: Spiffing Up the Center
Download our success story: Unilever—Consumer Packaged Goods Giant Leverages Knowledge Management Solution in Support of Over 90 Brands
Download our Solutions Guide: Empower Employees
Download our RealDialog Portal Assist brochure for a deeper dive into RealDialog's capabilities and impact
