Synthetix faqtAgent
Intelligent FAQ software for web, social and mobile channels.
Your customers expect to source answers to their questions online. Synthetix faqtAgent is a web-based FAQ search tool that intelligently organises your knowledge-base after every interaction. FaqtAgent web self-service enables customers to self-serve timely, accurate answers to their questions, deflecting incoming e-mails/voice calls by at least 25%, increasing engagement and raising customer satisfaction.
Channels
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FaqtAgent is formatted for websites. Users can type naturally worded questions and easily navigate all of your FAQ content.
Social networks are now a critical channel. FaqtAgent enables customers to get answers right from your Facebook page.
Our mobile faqtAgent has a large, touch-friendly interface that is optimised for iPhone and Android platforms.
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Benefits
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Deflect inbound email and telephone contactReduce abandonment rates and increase the effectiveness of your call-centre agents with faqtAgent. Our clients see an average reduction in inbound e-mail/telephone contact of more than 25%. |
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Deliver an engaging Customer ExperienceIn independent testing for BT, Synthetix web self-service was judged a "simple and productive use of my time" by 84% of users, increasing Customer Satisfaction scores by 10%. |
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Deploy consistent information across your organisationIn 2011, Aberdeen Group placed the emphasis on a multi-channel approach and noted that companies who get their knowledge strategy right will reap the rewards, dramatically increasing customer revenue and retention. |
Features
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Natural Language SearchOur powerful FAQ search uses Natural Language Processing to deliver better quality matches to your customer's queries than normal search can provide. |
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Learning AlgorithmFaqtAgent's intelligent algorithm reorganises the structure of your knowledge-base after every customer interaction. So you'll always present your customers with the most relevant results. |
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Contextual Banner AdvertsFaqtAgent is not just for customer support. Our integrated, contextual advertising engine embeds highly relevant promotional messages adjacent to answers in your knowledge-base. |
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Integrates with Live Chat SoftwareFaqtAgent works seamlessly with our live chat customer service software, enabling escalation to a live web chat with your call-centre agents without jarring interface changes. |
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Secure Online EditingThe secure features of the Synthetix knowledge-base, including editorial permissions, approval processes and granular logging, ensure enterprise-grade editing capabilities. |
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Management AnalyticsOur online portal gives you access to comprehensive reports on the usage of your FAQ knowledge-base, by date range. We'll automatically e-mail daily, weekly and monthly summaries, too. |
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Hosted in the CloudSynthetix hosts on cloud servers, providing superb resilience, performance, security and ISO 27001 accreditation. We handle millions of transactions for clients like London 2012 or UCAS. |
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Planning to invest in an FAQ search tool?Sign up for one of our interactive web briefings or simply get in touch - we'll tell you more about our "Knowledge Everywhere" philosophy and how we help organisations like yours deliver better online customer service.
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eCommera Ltd, official licensed online retailer for the London 2012 Olympic and Paralympic Games, used Synthetix faqtAgent to help customers through the shopping experience. Their speed of response to updates during Games-time has been fantastic and contributed to the successful running of our site. 
Customer Service Software
Additional Services
Channels
