by Kyle Henderson
Any IT manager, school teacher or medical professional will tell you that it’s no fun answering the same question over and over and over again. It wastes time and resources, and reduces morale for the person being continually asked.
Contact center agents arguably face this pain point more than any other type of professional, as they field many calls every day, mostly from people with the same basic questions. Not only is it tiresome and wasteful for the agents, but when leading research says an average helpdesk call costs somewhere between $10 and $30, it gets expensive for the organization. There is a less tedious, more affordable way to respond to those inquiries: an FAQ builder utilizing INI AudioMenus™.
INI’s FAQ builder, which is built on top of the powerful INI AudioMenus product, provides a flexible interface for configuring dynamic question-and-answer menus. AudioMenus has speech recognition-enabled options and enables administrators to develop as many question categories and FAQs as they desire.
One large government agency that is frequently inundated with calls about qualification requirements, agreement terms and conditions, and other common questions turned to INI AudioMenus FAQ builder to automate the process. The FAQs ease agent demand, streamline the customer experience and offer callers a self-service option – an increasingly popular option, especially among younger people.
Research shows that a large percentage of people prefer to find customer support answers on their own, without ever speaking with a representative of the organization. In a recent poll, more than one quarter of first attempts at solving a problem are telephone calls to the organization’s customer service number. When easily-accessible FAQs are provided in the IVR, customers get the information they need, in their own timeframe, and with a high rate of satisfaction.
Some Benefits of INI AudioMenus FAQ Builder:
- Empower callers to find information quickly and independently
- Free up skilled agents to focus on mission-critical tasks
- Easily handle seasonal and ever-changing inquiries
- Fast deployment increases ROI on existing platforms
- Appropriate for any vertical: retail, helpdesk, healthcare, government, etc.
It’s more affordable for organizations, less stressful for customers, and simpler for everyone when callers can self-serve and bypass live agents for those frequently asked questions. Contact INI for a solution that’s right for you.