The key to success for the companies deploying automation for employee-to-customer conversations is the calculated use of Quiq’s automation features that not only optimize productivity but subsequently improve the customer’s experience. Now, before you start thinking that automating customer conversations leads to soulless interactions and customer frustration (yes, we’ve sat in one too many phone queues), let’s focus on just one automation feature that is making the customer’s experience better – snippets.
Snippets are pre-built responses to common questions that can be accessed by employees with a few keystrokes. Snippets eliminate the need to retype the same answer to the same questions. and can be fully customized for your unique workflow.
At Quiq, we developed our product with the experience in mind, not just that of your customers, but for agents and employees too. We developed snippets to make it easier for employees to share greetings, ask follow up questions, and address common questions like “What’s your return policy?”. With snippets, employees can create custom responses tied to common questions using shortcut keys, thus reducing the time it takes to look up information and share it with customers.
Snippets can be created at a company level as well, not just by agent. Company-level snippets ensure that information shared across the organization is consistent and accurate. If, for example, you have a promotion running Monday through Friday that you’d like reps to share, a snippet containing details or a link to the promotion will guarantee the same message is shared. Now, let’s say the promotion date is extended to Sunday, the snippet can be quickly updated and then everyone immediately has the same up-to-date information.
Another feature that allows employees to increase efficiency while improving customer service across all channels are Quiq Replies. Quiq Replies are the suggested responses that allow customers to answer common questions with a tap of a button. Quiq Replies are visual presentation of what the customer will see and are created as snippets to keep the conversation moving on both ends.