Synthetix formAgent
Self-service software that extends your existing Synthetix FAQ knowledge-base onto your contact form.
Synthetix formAgent is smart self-service software that enables customers who have already invested in a Synthetix FAQ knowledge-base to deploy comprehensive answers to customer questions directly onto their contact form. It deflects customers who have missed other self-service options before they submit an email.
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FormAgent is formatted for website forms. Users can type naturally worded questions into the comments section or any other field.
FormAgent will make suggestions to the customer, searching the knowledge-base on every key press.
Customers can easily dismiss the suggestions if they do not answer their question and proceed with form submission.
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Benefits
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Deflect inbound e-mail contact with self-service softwareYour organisation can expect to deflect at least 25% of customer e-mails through the use of formAgent, working in conjunction with Synthetix FAQ software or our Virtual Agent web self-service. |
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Deliver an engaging Customer ExperienceSelf-service software allows you to resolve a customer's query quickly, before they escalate their issue through e-mail or telephone channels, delivers a great customer experience - building satisfaction and engagement. |
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Deploy consistent information across channelsAberdeen Group noted in 2011 research that companies who get their multi-channel knowledge strategy right will reap the rewards, significantly increasing customer revenue and retention. |
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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 systems can provide. |
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Learning AlgorithmOur self-service software always presents your customers with the most relevant results. Our intelligent algorithm reorganises the structure of the knowledge-base after every customer interaction. |
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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 web self-service?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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Customer Service Software
Additional Services
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