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News : esure And Sheilas’ Wheels Deploy Web Self-service Knowledge-base
Stansted, 19 August 2014 -- esure, an insurance company in the UK, has enhanced its online customer service offering by launching a web self-service knowledge-base available on both the esure and Sheilas' Wheels brand web and mobile channels.
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 tool helps customers to find information on the esure and Sheilas' Wheels range of insurance products and services quickly and easily, using natural language search.
Andy Sommer, Communications and PR Manager at esure, 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 websites to find the information they need as efficiently as possible.'
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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.
esure is an internet and telephone based insurance company based in Reigate, Surrey, England. It also has offices in Manchester and Glasgow. The company is listed on the London Stock Exchange and is a constituent of the FTSE 250 Index.
Published: Wednesday, September 10, 2014