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News : Accord Deploys New Online FAQ Facility
Accord Mortgages, a dedicated intermediary only subsidiary of Yorkshire Building Society, has enhanced its online customer service offering by launching a web self-service FAQ facility available on their residential website.
The FAQ knowledge-base solution, provided by multi-channel customer service software providers Synthetix, allows customers to find instant, accurate answers to their questions 24/7, meaning they don’t have to escalate to other contact channels.
The FAQ facility allows customer to self-serve answers to their questions online using natural language search. The dynamic search functionality provides customers with a list of possible answers.
Chris Wolfenden-Smith,Assistant Marketing Manager at Accord Mortgages said: "The knowledge centre supports our focus on customer service and will aim to enhance the ongoing dialogue we have with our customers. We hope that this helps people visiting our website to find the information they need as efficiently as possible."
Alastair Taylor, Director at Synthetix said: "Accord Mortgages’ commitment to providing a high level of online customer service clearly differentiates them from other financial institutions. We are delighted to be working with such a leading financial brand, helping them to provide their customers with a multi-channel customer service.'
Today's Tip of the Day - Involve Staff
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About Neldi Rautenbach:
Marketeer and customer experience advocate with a true passion and fascination with AI, especially the future of cognitive learning, NLP and the business prospects they create as Head of Marketing for Synthetix, one of the pioneers of Virtual Agents.
Synthetix is a provider of multi-channel customer service solutions – working with some of the world's best-known brands. Founded in 2001, Synthetix create bespoke web self-service solutions, contact centre knowledge-bases and live chat software. Our award winning software helps deflect the volume of enquiries via phone or e-mail by at least 25%, substantially reducing contact centre costs, whilst improving sales and customer satisfaction. Hosted on a scalable, secure cloud platform, Synthetix delivers online customer service solutions to any customer touch-point from a single, channel-agnostic repository.
Published: Friday, September 19, 2014