Unique knowledge-base application for Ben and Jerry’s ice-cream30 May 2012
Following on from the successful Pan-European, call centre knowledge-base deployment for Unilever, Synthetix has now launched a customer facing knowledge-base application for Unilever brand, Ben and Jerry's in the UK.
The knowledge-base contains many of the standard questions and answers that normally get asked via the Unilever Customer Care Line. Website visitors just type a question or keyword into the question box on the Contact Us page of the site and the system then sifts through possible answers to the question or keyword and displays them in order of popularity. The customer clicks on the most relevant question and receives an answer along with links to further information. It is hoped the tool will become the first port of call for people looking for answers, providing instant response and feedback and reducing the need to call the Customer Care Line, in turn providing a faster more responsive service and saving both time and money. New questions will continue to be added to further improve customer satisfaction.
It is hoped that this new knowledge-base application will allow Unilever to optimise their online content, by making the information more customer focused and easier to find, therefore creating a solution to both online and offline customer service issues.
To view the Synthetix faqtAgent, please go to the Ben and Jerry's website.
Download a datasheet on Synthetix faqtAgent FAQ software
How the Synthetix solution is helping:
Automatically answering customer queries without having to phone or e-mail the contact centre
Reducing CRM costs
Improving customer satisfaction
Providing a constant feedback mechanism for customer wants and needs
Providing a mechanism to optimise online and offline content
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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