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Help-center conversations tend to follow a pattern, with
contacts answering the same questions multiple times a day.
InstantRapport uses this predictability to save time, equipping
contacts with a list of answers for responding to frequently asked
questions with click of the mouse.
All a contact has to do to answer common questions is find the
appropriate topic on the side of the conversation window and click
it. The answer will automatically appear in the contact's text area
where he or she has the option to change the wording to fit his or
her own way of speaking. Once it's ready, the contact just clicks
"SEND."
Accurate Answers to Current and Future Questions
FAQ answers are created in advance, so they can be carefully
formed to answer a visitor’s current question as well as
preemptively answering questions the visitor is likely to have
later.
Context Sensitive FAQ Topics
InstantRapport is smart enough to know what page a visitor was on or
what e-mail a visitor was looking at when he or she initiated an IM
conversation. The system can use this information to change the set of
FAQ topics available to the contact so that the FAQ topics best address
the questions most relevant to information on a certain page
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