QuickAnswer: improved search capabilities
How does it work?
After typing a query into the search box, QuickAnswer generates an immediate answer to the provided question or keywords. This means you get exactly what you ask for and don’t have to read an article until you find what you need.
Also, you don’t have to worry about typos because QuickAnswer can still identify what you are looking for.
You can also rate every generated answer to let us know how it works for you.
Of course, if an answer isn’t satisfactory enough, you still get recommended articles you can use.
If QuickAnswer on your account is switched off, please let us know and we will turn it on.
Improved search means a couple of benefits for your agents and customers.
First of all, QuickAnswer improves the responsiveness of your agents. Every now and then, agents look up information in your help center. Finding a desired piece of information takes time as agents have to find the right article and read through it to find what they need. This takes time. QuickAnswer does this job for you and gets you an answer right away, so agents can quickly share an answer during a chat.
It massively improves your agents' workflow and lets them find and share information faster. This means that your customers get their solutions faster. This also provides more time for your agents to take care of other important tasks.
Secondly, the feature helps customers seeking self-service like it helps your agents. Customers get immediate answers instead of browsing articles and scrolling through them in search of answers. With faster answers, they get a better customer experience.
Also, QuickAnswer can be a good substitute for a chatbot. You don’t have to build and maintain an entire chatbot to send smart and personalized answers. All you need is a knowledge base with help articles.
QuickAnswer in Agent App
At the moment, Agent App doesn’t support QuickAnswer, but we’re working on it. We’ll let you know as soon as we publish it.
If you’re unhappy with how it works, please contact us so we can turn it off for you.