More tickets, less time
Customer service needs to process more incidents with less resources.
Content isn’t always where it should be, resulting in waste of time and accuracy.
Agents recreate knowledge, by copying and pasting content that becomes stale quickly.
The terrible tale ofJane the support agent
Boost customer satisfaction while reducing support costs
Information exists but is scattered in multiple systems, and it’s not where your users look for it. Make it accessible where it should be: inside your product, inside the customer support tools.
Make users self-sufficient to avoid the creation of tickets.
Time to resolution
Increase the efficiency of support agents when handling tickets.
Learn and improve
Learn which content users search and read, improve support actions.
Making users self-sufficient
To avoid the creation of support tickets, you need to:
Provide access to a repository of technical content that is comprehensive, easy to search and spot at a granular level no matter where users look for it.
Connect content to helpdesk system in order to offer solutions to users as soon as they describe symptoms.
Allow applications and devices to dynamically and contextually pull information, to provide help proactively and in-context.
Track when users disqualify or validate a suggestion, to reinforce the self-learning capabilities of the search and improve its accuracy.
Increasing efficiency of support agents
To accelerate the resolution of tickets by support agents, you need to:
Fluid Topics to the rescue
Create live connections to content
With Fluid Topics, no more need to generate static content, to painfully load it into multiple portals and tools. Create live connections between helpdesk tools and your content!
Unified and consistent knowledge repository
A comprehensive, customized documentation portal
APIs for embeddability
Ready to use with Salesforce.com
Efficient and relevant search engine
Supports grammar, synonyms and thesaurus.
Every bit of each and every document is indexed.
Tuned, tunable and versatile
Ranking equation is extensible (user profile, document popularity, freshness, etc.).
Filters are automatically extracted from the metadata and can be proposed to users for narrowing down their search.
With type-ahead propositions (autocomplete).
The spell checker must learn alone.
Each result shows why it’s in the list with keywords, flexions and synonyms highlighted.
Fluid Topics works the same for content in any language.
Regardless of the traffic.
Supports grammar, synonyms and thesaurus
Every bit of each and every document is indexed
- Tuned, tunable and versatile
Ranking equation is extensible (user profile, document popularity, freshness, etc.)
Filters are automatically extracted from the metadata and can be proposed to users for narrowing down their search
With type-ahead propositions (autocomplete)
The spell checker must learn alone
Each result shows why it’s in the list with keywords, flexions and synonyms highlighted
Fluid Topics works the same for content in any language
Regardless of the traffic