Adds powerful self-service functionality to any website to improve customer accessibility & choice
while reducing operational costs

Websites are now a vitally important part of most customer journeys, especially for researching, buying online and getting support. 7 out of 10 consumers already shop online and over 90% look for information on websites, ensuring that Internet growth continues apace. One of the most important trends is online problem solving, where consumers choose the web as their first port-of-call for “self service”.

To address this need, organisations have to provide customer support facilities via their websites. numero Web Suite makes it possible for organisations to provide complete web self service so customers can quickly and easily get answers to their questions. In the process, the customer journey is streamlined and the burden/cost of inbound enquiries reduced significantly.

numero Web Suite, our web self service solution, allows customers to submit questions and receive instant answers online at any time. Interaction is based on frequently asked questions (commonly known as FAQs) which are intelligently matched to customer queries with the help of our powerful Natural Language Processing (NLP) technology. Where no valid answer can be found, customers are directed to other web self service options including Contact Us forms (see numero Email Management), Call Me Back Requests, Webchat, Secure Messaging, My Account Pages and Online Services.

All these capabilities can be added to any website quickly and easily through the deployment of our web-based “gadgets” that make-up the web self service management solution. Each facility guides customers through a series of simple steps (typically via dialogue boxes) that enhance their online experience and help them to quickly find a resolution. As a result, enquiries are deflected away from contact centres to reduce volumes while improving customer accessibility and convenience.

key features

• Offers greater customer choice through a range of fully integrated self service facilities
• Provides easy access information through simple user interface and sophisticated search functionality
• Comprehensive audit and QA processes to ensure the highest possible outbound quality
• Automatically recognises and supports multiple languages
• Includes centralised, self-learning knowledge base
• Integrates with FAQ resources through an array of customisable and dynamic taxonomies
• Provides comprehensive management information and reporting
• Automatically escalates issues to supervisors/managers when conditions are met
• Gives customers secure access to individual 'My Account' pages
• Checks all interactions for spelling mistakes and profanities
• Safeguards confidential customer information through a Secure Portal