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The Challenge
Support executives are under constant pressure to ensure the delivery of effective customer service while keeping costs under tight control. While Web-based self services continue to be implemented in response to these demands, all too often these services fall short in meeting customer expectations—reducing, if not eliminating the potential ROI of these services. How can organizations harness the cost savings promised by self service, while boosting its effectiveness in meeting customer needs?
The Solution
InQuira gives your company the ability to optimize every interaction users have with your site. With InQuira, you get unparalleled, instantaneous insights into what a Web site visitor is looking for, and the ability to deliver that information immediately. Whether a customer is looking to get a question answered or an issue resolved, InQuira lets you optimize Web self services so they can quickly and reliably deliver what the customer’s looking for. That’s why premier companies like Yahoo!, Bank of America, Honda, Sprint Nextel, and others rely on InQuira technology to power online user interactions.
The Benefit
By optimizing the interactions visitors have with your Web site, organizations can:
- Boost online sales. By delivering the information users need, when they need it, and in the delivery channel they prefer it, prospects are more likely to do business online, and customers are more likely to become repeat customers.
- Improve customer satisfaction. By making it fast and easy for customers to have questions answered and troubles resolved, companies can strengthen product usage, repeat sales, and loyalty.
- Increase call deflection. By delivering the Web self service that resolves more customer issues, more effectively, organizations enjoy the benefits of fewer calls into the contact center—and the corresponding reduction in the costs and time associated with agent-based assistance.
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