To improve email handling efficiency and the quality of email replies. To reduce handling time and improve the quality of email, web chat and web site search responses to improve first contact resolution rates.
To achieve overall reduction in inbound contact, including phone calls. Offer online self-service options for long-term constituent loyalty.
Reduce handling times by presenting agents with the best responses from a self-learning knowledge base of pre-scripted email and chat templates.
Sql database for connecting to MySql or MSSql.
.Net Architecture, MVC design for knowledgebase access.
A portal which should be designed to optimise for desktop, mobile and tablet using MVC, JQuery HTML5.
Make the knowledgebase searchable via a web interface or web service access for automatic suggesting Email or Chat responses when content from email or chat is passed to the API.
The Knowledgebase should be able to hold a wide range of structured and unstructured articles and information, such as HTML, Adobe® PDF, Microsoft® Word and Excel, text files, images and Web links & Video. Keywords and phrases to search for content.
Features, user interface.
Ability to develop content easily and efficiently and allow users to continually capture, create and refine knowledge solutions.
Approvals process to ensure articles are checked by content manager prior to being published. Once published to the knowledgebase, articles should become immediately available for shared use across functional areas and multiple channels, including phone, email, chat, and the Web.
Tailor content delivery to different audiences using content rules and branded knowledge-article templates.
Incoming messages should be analysed to identify the tone used by the customer, so you can make sure that key unhappy customers are processed promptly.
CSS to change style and layout of portal.
22 freelancers are bidding on average $1750 for this job
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