InQuira delivers the software and expertise that improves the customer experience in Web sites and contact centers. The InQuira platform includes three tightly integrated technologies—natural language search, knowledge base management, and analytics—that work in harmony to deliver compelling solutions for Web self service, agent-assisted support, knowledge management, and website marketing.
The Challenge: Responding to a Shift in the Balance of Power
The Internet fuels our expectations for fast, intuitive access to the information we need, when we need it—i.e. now.
The experiences we encounter invariably do not live up to these expectations.
Today, the companies that fall short in meeting customer expectations can expect a hit to their bottom line.
Internet-driven information access has not only changed user expectations, its changed the balance of power. There was a time when companies could dictate the channels and timeframes with which they interacted with their customers. That time has passed.
Whether they are prospective customers doing research or existing customers looking for support, today’s consumers are no longer willing to wait to call during business hours. Today’s consumers don’t want to send an email and wait 24 hours to get a response. Quite simply, today’s consumers want instant gratification. Anything less and they will spend their money elsewhere.
Responding to this paradigm shift and delivering the experience today’s consumers expect is vital for the continued success of a range of companies. InQuira’s solutions are built for those companies.
The Requirement: Focusing on the Elements of Customer Experience
Providing a compelling customer experience that both exceeds customer expectations and furthers business objectives requires several critical capabilities. Organizations must be able to...
- understand their customers’ needs,
- appreciate which content aligns with those needs,
- deliver that information at the right time in the right way, and
- measure the effectiveness of each interaction.
Only InQuira delivers all these capabilities in an integrated platform.
The Solution: Strengthening Every User Interaction with InQuira
InQuira’s solutions enable organizations to deliver interactions that satisfy customers and build business. Businesses use InQuira for two key reasons: To reduce support costs by delivering faster, more effective service resolution; and to increase revenue by tailoring interactions based on an accurate understanding of a user’s intent. With InQuira, organizations can leverage effective solutions in these four areas:
- Web self service—enabling customers to help themselves in the manner they demand, while deflecting calls from the contact center and lowering overall support costs.
- Agent-assisted support—arming call agents with the information they need so they can be faster, more effective, and more productive.
- Knowledge management—offering the tools to streamline content development, aggregation, and sharing, so organizations can fully leverage corporate knowledge.
- Website marketing—deriving customer purchase intent in real time to deliver the responsive, intelligent online experience that turns browsers into buyers.
|
