eTrack’s new FAQ Module saves 10-15% of email enquires

We have added a new FAQ feature to eTrack, making it even better at helping you provide excellent email customer service to your customers.

“We always knew that an FAQ module would enhance the product, and started a project last year to find the best solution”, say Mikael  Johannesen (MJ) Product Manager for eTrack. He continues, “The trouble wasn’t that we just wanted to add the feature, we also wanted to ensure we added the right solution.”
So what was the solution?
“The solution”, says MJO, “was to ensure that we linked the FAQ’s directly to the online enquiry process, making a dynamic FAQ list that changed depending on what the client choose to send an email about, while at the same time not hindering the email enquiry process.”

(FAQ’s are implemented as part of the enquiry process)

“We had seen a lot of systems where you had to go through an FAQ before actually getting to the contact form, and found this system frustrating as a user. We did some mock-up and end user testing, which proved to us that the “forced” approach didn’t even improve the click through rate. It then therefore became apparent the our FAQ Module should be a logical part of the process, and not a hindrance.”

(The FAQ list dynamically changes dependant on what Category(s) user chooses)

In eTrack, the FAQ doesn’t just work by being dynamically associated to the enquiry of the customer during the process; it can also easily be implemented as the websites main FAQ page.

(FAQ elements can be embedded directly on your website)

What was the idea behind the stand alone FAQ as well?
“While designing the FAQ Module, we realized that as our system allows you to easily add, delete and modify the FAQ content, it was a short step to add some extra features regarding sections, and presentation, allowing our customers to use selected FAQ items as the FAQ on their website. It meant they didn’t need to update multiple FAQ’s, and got this task out of the IT department, and into the Customer Service department, who are much better at responding to customer enquires”, continues MJ. “We even have a client who, if their service does down, can receive thousands of enquires on the web. They can now at the press of a key turn on a FAQ that shows up on all contact forms on their website – saying that the service is down.”
So has this worked?
“The great thing is”, says MJ, ”is that, eTrack offers our customers the best possible reporting for customer service email volumes and processing times. When we launched the FAQ Module at our first clients, we asked if we could look at their data, to see for any changes. As we were able to look over a previous 2 year period with many clients, we were able to see that the FAQ module gave an immediate 10 to 15 percent decrease in email volumes to our clients.”
MJ explains, “That is a huge saving of customer service employee processing times. You might think that it corresponds to 10 to 15 percent less resources needed, but in actual fact, it’s a little more complex. As eTrack allows Managers to actually dig down into processing times per email departments, categories and sub-categories, we were able to see that many simple questions where handled by FAQ’s, while some of the more complex needed proper enquires handled, for example requests for a new invoice copy.” MJ adds, “It’s like it’s all falling into place, as our system allows you to link to other processes from within the eTrack system through our 7th TAB module, you can even send out invoice copies from the system if eTrack is linked to the system”.

The new eTrack FAQ feature went live in the summer of 2008.