Website Knowledge and Question Management System

Today, most companies utilize multiple delivery channels to communicate with their customers. High quality phone support is critical. But your online channel is growing more important everyday – it is the preferred channel of the large majority of your customers.

SilverCloud Web IMPACT WILL IMPROVE BOTH channels immediately.

SilverCloud enables your customers to quickly and effortlessly receive answers to EVERY question. SilverCloud instantly answers over 95% of all questions, and it facilitates an accurate response to the other 5%.

Customer Benefits Fast Support online Better education on products and services Reduced hold times Consistent information, accurate, up-to-date information Operational Benefits Reduce email Reduce call center calls More cross-selling

More SilverCloud Web IMPACT screens!

SilverCloud Web IMPACT is an intuitive method for your customers to get the information they need – and that you want them to have. They can ask questions in a natural way, and get answers immediately.

SilverCloud is intuitive, easy and extremely effective.

ALL QUESTIONS ARE ANSWERED. SilverCloud will automatically answer over 95% of customer questions immediately. The rest are managed for your response. No question falls through the cracks.

Key Features

• Natural Language Asking provides the most accurate and relevant information for customers
• Top Question lists provide easy ways to promote and support your products
• Decision Trees allow easy creation of support and sales tools such as mortgage selectors, online banking troubleshooters
• Work Queues manage, monitor and escalate customer queries and needs.
• Document and Form Publishing with f ull text searching
• web pages
• Reports and Analysis help you keep the pulse of your customers.
• Collect, query and extract any customer data for marketing and analysis
• Fast (2 day) rollout
• Fully hosted options

Key Benefits

For the Call Center:

• Reduced call volume (20%+)
• Reduced hold times
• Reduced email (75%+)
• More time for cross selling! Improved sales!
• Consistent, accurate, up-to-date information

For Marketing:

• Better websites: streamline your content, focus on your message!
• More cross selling
• Have a tighter, leaner website – with 10x more content
• Easier to manage website that is easier to keep up date
• Fast online support

For Customers:

• Every customer question is accounted for and answered
• Fast access to your products, promotions events and service

Operations Benefits

• More productive employees
• Much higher service
• Better support of ALL ONLINE INITIATIVES
• Smoother product rollouts, mergers and conversions
• Higher sales