UserVoice ‘Instant Answers’ Helps Companies Optimize Their Knowledge Bases; Cuts Customer Support Requests By Up to 40%

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Fastest Growing Hosted Help Desk Service Now Includes New ‘Instant Answers’ Reporting; Support FAQ Insight Helps Companies Build More Powerful Knowledge Bases that Save Time and Money for Every Help Ticket Averted

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The new reporting tool adds even more value by giving companies the added insight they need to build a very powerful Knowledge Base that increases help ticket aversions.

UserVoice, creator of simple, customer engagement tools that help companies gather prioritized feedback and give excellent customer support, today announced that its 'Instant Answers' system is helping companies cut their overall number of customer support tickets by up to 40%. Built into its integrated, hosted feedback and help desk solution, UserVoice Full Service, Instant Answers enables companies to connect their help requests with available Knowledge Base entries that are likely to give customers the exact information they need instantly. Featuring a new reporting tool launched today, Instant Answers now offers detailed insight on the performance of a company’s Knowledge Base. Armed with this data, companies can significantly increase the effectiveness of their Knowledge Base articles - a step that in turn, improves customer satisfaction and saves on average $4 and 7 minutes of a support representative’s time for each help ticket averted.

“We created Instant Answers to help solve an age-old problem - customers ask the same questions over and over again yet most of them never check out a Knowledge Base before submitting a support ticket to see if they can get help faster through an FAQ,” said Richard White, founder and CEO at UserVoice. “Instant Answers connects customers with Knowledge Base entries right as they are typing in their help requests. We’re finding that combined with a solid Knowledge Base, Instant Answers gets customers the help they need instantly and can reduce the number of tickets submitted by a pretty significant amount. The new reporting tool adds even more value by giving companies the added insight they need to build a very powerful Knowledge Base that increases help ticket aversions. ”

Instant Answers is designed to help companies get the most value out of their Knowledge Base as possible. While some customer support approaches try to force customers to go through a FAQ section before allowing help ticket submissions or hiding contact information altogether, UserVoice offers a better way to get customers the answers they need faster. With Instant Answers, when a customer starts filling out a contact form (either embedded on a company’s site or through a UserVoice portal) the Instant Answers(TM) algorithm will instantly pull up Knowledge Base entries and UserVoice Feedback ideas, if available, that match what the customer is typing in. Depending on the depth and breadth of information in a Knowledge Base, the results pulled will provide answers to customers' questions and avert actual customer support ticket submissions. This approach is a win-win situation - companies have fewer support tickets to deal with, and customers gets their answers quicker.

Now featuring Instant Answers reporting, companies can access the insights they need to build a highly effective, powerful Knowledge Base that answers more customer questions instantly, averts more customer support tickets, and improves overall customer satisfaction. Instant Answers reporting metrics include: the percentage of Knowledge Base entries that are viewed and have successfully averted a support ticket submission, what Knowledge Base articles are viewed most often and what percentage of support requests actually have matching Knowledge Base articles. With the data provided through Instant Answers reporting, companies have the information they need to add articles missing from their Knowledge Base or modify current articles that aren’t performing well to include more helpful content.

UserVoice Full Service is the fastest growing, hosted help desk solution available today with over 30% month over month growth in account signups since its launch in March, 2011. UserVoice Full Service bundles both feedback and help desk capabilities into a single, easy-to-manage environment. Ideal for startups with small teams who juggle multiple support, marketing and product development roles, Full Service was created to make the customer engagement process easier and help companies progress beyond “just satisfied” experiences that leave customers feeling underwhelmed. With the feedback and support tools available in Full Service, companies can develop long-lasting customer relationships that grow revenue by creating great products connected to customer needs, delivering exceptional customer support and delivering a friendlier communications experience during every customer engagement.

Pricing and Availability
Instant Answers featuring the new reporting tool are now available in UserVoice Full Service. UserVoice Full Service, includes UserVoice Feedback and UserVoice Helpdesk and is available at http://www.uservoice.com. Pricing plans start at $5 per month. For more detailed pricing information, please visit uservoice.com/plans

About UserVoice
Founded in 2008, UserVoice creates simple customer engagement tools that help companies understand and interact with their customers more positively and build customer relationships that last. With more than 70,000 customers, UserVoice products include UserVoice Feedback, a hosted tool for gathering and prioritizing product ideas directly from a company’s customers, UserVoice Helpdesk, a simple-to-use ticketing system that helps companies solve more customer issues in less time and UserVoice Full Service, a customer engagement solution that bundles Feedback and Helpdesk into a single, easy-to-manage environment. For more information on UserVoice, please visit http://www.uservoice.com.

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