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Avoid Unnecessary Complaints with UserVoice

Posted on 10.26.2011

Have you ever been bombarded with questions that were avoidable simply by a customer's reading your FAQ page before sending out that help email?

While an option like Live Chat is an easy way to solve this problem, another solution comes from customer-engagement tool provider UserVoice, which claims that businesses can cut their overall customer-support tickets by 40 percent by using Instant Answers.

Instant Answers is part of UserVoice Full Service – a hosted feedback and help-desk solution – that enables companies to connect help requests with available Knowledge Base entries that are likely to provide customers with the exact information that they need.

Additionally, Instant Answers has just launched a new reporting tool that offers detailed insights on the performance of a company’s Knowledge Base. With data from Instant Answers Reporting, businesses can build more powerful Knowledge Bases that provide more answers to customers' questions. And according to the company, a more effective Knowledge Base that is formed from the insights of Instant Answer Reporting can save an average of $4, as well as seven minutes of a support representative’s time for each help ticket that is 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,” says 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. ”

UserVoice Full Service includes Instant Answers, UserVoice Feedback and UserVoice Helpdesk, and starts at $25 per month.


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