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Your customer support costs are weighing you down. You're getting too many
calls about the same easy topics that you've already covered in your
online FAQ, which nobody reads. You don't want to be unkind to callers, and
you require that each query receive a helpful response, but there must be a better
way than this. Paying highly specialized support technicians to answer simple basic questions certainly isn't it.
We've designed AnswerSmith™ specifically to help you.
The Problem:
You're paying a hefty fee to answer questions that already have answers
in the FAQ you've posted on your website. It's frustrating that people
don't look there first, but you also realize that it's human nature to
reach for the telephone when a problem arises.
Fifty per cent (50%) of all customer support calls are usually
answerable from your own FAQ pages or other customer support
materials, including troubleshooting guides and other pdfs. You've
put considerable time and effort into making that information
available. Why pay specialized agents to repeat it?
Shouldn't there be a way to let the customer call and be skillfully
guided to existing knowledge without bringing on additional live
agents to handle the burden?
The Solution:
AnswerSmith™ allows you to leverage your existing FAQ and other
written support materials and provide that information directly to the
caller. HighBridge converts your materials into Speech Queryable Format™,
which is used to drive the customized speech application that will answer your calls.
Here's how it works: if the caller's question has an answer in the
information that you have provided, the caller will be guided to it.
If the question is more complex or does not have an answer in your
knowledge base, the call is handed off at once to your support staff.
Microsoft Technology behind the curtains:
AnswerSmith™ has been designed to work exclusively with Microsoft's
Speech Server 2007. Additional Microsoft components of the
AnswerSmith™ System include Windows Server 2003 and SQL Server 2005
Product availability:
A beta version of AnswerSmith™ will be available to selected customers in
early 2008 (Q2).
General release is planned for Q3 (2008).
Please direct inquiries to: info AT high-bridge DOT com
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AnswerSmith™ - Better Customer Support at a Lower Price
