Answer
Aug 13, 2024 - 10:43 AM
If you have a lot of repeat questions from your customers, Answerbase can help. We have several features to ensure that we can manage questions automatically from your customers when appropriate and when it'll lead to a great experience by them....and then can get you any new questions to answer as efficiently as possible which will be available to answer automatically in the future.
We've highlighted below how we manage things in order to ensure that you don't have to keep answering the same questions over and over again.
Autosuggestion of Answers from Product Information & Existing Product Q&A Content
Answerbase will understand the question that the user is asking and if we can find the answer within your existing product information, product specification tables, or previously answered product questions....we will auto-suggest those answers so that the customer gets a great answer as quickly as possible.
We see a 7.5% conversion rate when customers engage with Answerbase's product Q&A widget on product pages....as we're able to efficiently answer those questions without you being involved (when appropriate). Answerbase is focused on creating the best possible experience for the customer, and customers shouldn't have to wait for information that you've already provided on your site....and you shouldn't have to answer questions that have already been addressed.
Associate Questions with Multiple Products, Categories of Products, or All Products
When a new question does come in from a customer, sometimes a Q&A pair will be relevant to multiple products, an entire category of products, or even all products. For example, a question about your shipping or returns policy could be relevant to every product within your inventory. Because of this, Answerbase enables you to easily make those associations so we can auto-suggest appropriate answers as customers engage with Q&A around your site. When you're managing a question you'll see that you can edit the product association on the right which is shown here:
When you get into that product association, you have the option to select either "All Products", identify one or more categories of products, and you can also select one or more products to associate to that Q&A pair.
Through that capability, you can associate the Q&A pair to whatever is appropriate....and then when customers ask questions within the Q&A widget around your site, Answerbase will be able to appropriately auto-suggest relevant answers to satisfy the needs of the customers in an automated fashion.
Auto-Suggesting Answers for Newly Posted Questions
Some customers just prefer to get a response from a real person. They want the engagement with your brand and a person response to their specific needs, regardless of whether or not the information is already available to them. In these cases, Answerbase enables them to easily post their question but then gives your team the tools to answer the questions as quickly and efficiently as possible. Answerbase's AI-Enhanced capabilities are able to read through all of the details around the product that the question and determine whether the question is answered within those details.. What Answerbase does from there is (1) let's you know where within the product information we see the answer provided and then (2) will draft an answer based on that information so you can copy that into the answer field and either post that or edit it to your liking. See a sample here:
This ensures that the customer gets the quality care that they're looking for and you're saving time in answering questions that you already have the information for.
All of these tools are focused on ensuring that the customers get the best possible experience while in the same breath, saving yourself and your company as much time as we can while not sacrificing quality.
We've highlighted below how we manage things in order to ensure that you don't have to keep answering the same questions over and over again.
Autosuggestion of Answers from Product Information & Existing Product Q&A Content
Answerbase will understand the question that the user is asking and if we can find the answer within your existing product information, product specification tables, or previously answered product questions....we will auto-suggest those answers so that the customer gets a great answer as quickly as possible.
We see a 7.5% conversion rate when customers engage with Answerbase's product Q&A widget on product pages....as we're able to efficiently answer those questions without you being involved (when appropriate). Answerbase is focused on creating the best possible experience for the customer, and customers shouldn't have to wait for information that you've already provided on your site....and you shouldn't have to answer questions that have already been addressed.
Associate Questions with Multiple Products, Categories of Products, or All Products
When a new question does come in from a customer, sometimes a Q&A pair will be relevant to multiple products, an entire category of products, or even all products. For example, a question about your shipping or returns policy could be relevant to every product within your inventory. Because of this, Answerbase enables you to easily make those associations so we can auto-suggest appropriate answers as customers engage with Q&A around your site. When you're managing a question you'll see that you can edit the product association on the right which is shown here:
When you get into that product association, you have the option to select either "All Products", identify one or more categories of products, and you can also select one or more products to associate to that Q&A pair.
Through that capability, you can associate the Q&A pair to whatever is appropriate....and then when customers ask questions within the Q&A widget around your site, Answerbase will be able to appropriately auto-suggest relevant answers to satisfy the needs of the customers in an automated fashion.
Auto-Suggesting Answers for Newly Posted Questions
Some customers just prefer to get a response from a real person. They want the engagement with your brand and a person response to their specific needs, regardless of whether or not the information is already available to them. In these cases, Answerbase enables them to easily post their question but then gives your team the tools to answer the questions as quickly and efficiently as possible. Answerbase's AI-Enhanced capabilities are able to read through all of the details around the product that the question and determine whether the question is answered within those details.. What Answerbase does from there is (1) let's you know where within the product information we see the answer provided and then (2) will draft an answer based on that information so you can copy that into the answer field and either post that or edit it to your liking. See a sample here:
This ensures that the customer gets the quality care that they're looking for and you're saving time in answering questions that you already have the information for.
All of these tools are focused on ensuring that the customers get the best possible experience while in the same breath, saving yourself and your company as much time as we can while not sacrificing quality.
