e-FAQ
e-FAQ Provides Web Self-Service, Email Response Management and Knowledge Management in one cost-effective, straightforward solution
The e-FAQ application uses linguistic analysis to clarify incoming questions, search for matches, and instantly replies when an appropriate match is found. e-FAQ's Web-based e-FAQ Knowledge Manager™ simplifies authoring and centralises administration, reporting, and testing. e-FAQ's built-in "WYSIWYG" editor interface and sample response templates further streamline the authoring and implementation process.
e-FAQ makes finding information easy, providing Natural Language, Boolean and Auto-Detect search modes for users with specific questions, and taxonomy or categorization groupings for users who prefer to browse, or aren't sure how to ask their question.
e-FAQ's intuitive authoring interface significantly reduces content creation costs, unlike many traditional knowledge management solutions. e-FAQ eliminates the need for any programming, HTML or XML skills and enables managers to spread authoring tasks among a larger group.
e-FAQ's integrated system provides your information through multiple channels: authored once, the same content can be made available via the IC soft-phone client for employees who work at their desks; via a web interface for mobile employees or customers; via email for mobile employees or customers; and through an integration with a CRM application or portal.
e-FAQ is scalable and flexible and has the following features:
- e-FAQ can process over a million queries a day
- One or many e-FAQ servers can host multiple FAQs and thousands of entries
- e-FAQ supports all standard languages, including Japanese and Chinese
- e-FAQ captures all customer questions and suggestions and provides data analysis capabilities for quick processing and "harvesting" of issues.
