Frequently asked questions software reduces call and emails for exam paper markers at Pearson14 May 2012
The frequently asked questions software deployed on the Pearson Markers Gateway has undergone a substantial visual refresh to reflect current branding.
Pearson is the UK's largest awarding body offering academic and vocational qualifications and testing to schools, colleges, employers and other places of learning in the UK and internationally. They have been using a Synthetix faqtAgent system since February 2011 to reduce the number of calls and e-mails they receive from test paper markers to their out sourced call centre.
The faqtAgent deployment has been a resounding success as it is able to answer queries faster than any other means, resulting in an immediate response and a richer customer experience.
Visitors to the Markers Gateway simply type a question or keyword into the question box on the page - the system then pops up a new customer focused template and sifts through possible answers to the question or keyword and then displays them in order of popularity. The user clicks on the most relevant question and receives an answer along with links to further information.
It is hoped the frequently asked questions software will become the first port of call for exam markers looking for answers, providing instant response and feedback and reducing the need to call the Customer Service Centre, in turn providing a faster more responsive service and saving both time and money. New questions have continued to be added to further improve customer satisfaction.
Find out more about our frequently asked questions software and powerful knowledge base software or download a faqtAgent datasheet.
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Synthetix delivers "knowledge everywhere" through an award-winning suite of multi-channel online customer service applications that enable organisations to publish searchable FAQ content on the web, social networks, mobile devices and in call-centres, with live agent chat completing the loop. Celebrating 10 years of business, Synthetix is both ISO 9001 and ISO 27001 accredited and recognised globally as a leading vendor of customer service solutions.
Adam Ashcroft, Synthetix.
Tel: +44 (0)1223 393508