Call Centre FAQ Knowledgebase
Provide your customers with faster, smarter and more consistent answers with the 8x8 FAQ Knowlegebase.
Contact centre agents are constantly answering the same questions. That’s why the Frequently Asked Question (FAQ) Knowledgebase is essential for maximising productivity. Any time a customer asks a question, agents can refer to the 8x8 FAQ Knowledgebase and provide the right answer quickly, reliably and consistently.
8x8 FAQ Knowledgebase Benefits
- Provide comprehensive answers—Researched, consistent responses with links to additional content means customers get the best answers every time.
- Easily create content—Supervisors can quickly and easily create, edit, arrange, add, delete and manage content.
- Respond to changing conditions—New questions can be added quickly and easily.
- Shorten interaction times—Fast access to the right answers makes it quick and efficient to answer repetitive questions.
- Increase agent productivity—Keyword lookup and preformatted responses deliver the fastest answers to customer questions.
- Train new agents—Supervisors share the same user interface as agents, to help support new and ongoing agent training.
- Provide consistency across channels— Agents use the same tool to find the answers regardless of which channel they are using for their customer interactions.
- Search content—Use simple keyword queries to find answers quickly.
- Import answers—Build your answers in the tool of your choice and easily import them from Word, Excel or PDF files.
- Embed hyperlinks—Provide customers with comprehensive answers to even the most complex questions by embedding hyperlinks in answers.