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FAQs

Deflecting Common Questions from the Call Center

Summary

An FAQs web page is a necessity, but what happens when the website seems to generate the most frequently asked questions? Or your customer is not in front of a web browser? Your customers still need to be able to get answers, and an automated phone-in system is a great remedy. The problem with FAQ voice applications is that they end up wasting customers’ time listening to options that are irrelevant to their particular concern. It would be so much easier for customers to identify their issue in their own words at the beginning of the call and either receive an answer or be routed in the right direction to get one. Additionally, the system should provide the ability to scale the answer to the depth that the caller requires.

Challenges

– Offering robust FAQs without making customers wait for system to list options
– Providing alternative to website
– Handling high call volumes surrounding singular, non-repeated event
– Trying to deflect the most common questions out of the call center

Use Cases

An entertainment company needed an automated solution that could handle short periods of high call volumes to accommodate FAQs about specific events. IVA™ provides event and venue information for inbound calls that fluctuate in number based on the event schedule.

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