ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS
CCNG
SEPTEMBER 27, 2023
But after exhausting the FAQ on the website and the chatbot that only answers the easiest questions, the customer will try other channels, like email and chat. More time, more money, and more frustration. Meanwhile, the time of handling that call is increasing, which impacts staffing levels, meaning more people must wait for an agent.
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