The key to better customer service? Faster answers.
More than ever, companies recognize how important delivering excellent customer service is to their businesses.
But the cost of running a contact center can be extensive, and a high level of service must be maintained to keep customers satisfied and reduce agent frustration.
The key to excellent customer service is providing the right answers quickly. A high-quality search solution:
1. Encourages customers to “self-service” by finding the answers they need on the company web site rather than calling the contact center
2. Controls contact center costs by increasing first call resolution rates and reducing average call times
A single solution for the contact center and the website
The Google Search Appliance is an enterprise search solution that benefits both the website and the contact center by providing fast, reliable search results and seamlessly integrating with common contact center applications. The results are increased customer satisfaction and greater cost savings through:
- Reduced in-bound call volumes due to a more robust website search experience
- Average call time reductions of up to 20%
- Reduced agent training costs by up to 25%
See how others have done it
With the Google Search Appliance in place, the City of Calgary was able to free up phone and in-person resources to use for more complex requests. Read more »
Customer service agents provide highly specialized support by accessing information from linked content repositories, and customers can now access information easier using the website support portal. Read more »
Contact a Google Enterprise Search Consultant
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