FAQs vs. Intelligent Virtual Assistants
It’s undisputed that a simple FAQ page and a virtual assistant solution have the same basic aim; providing answers to online visitor queries. But, whilst this aim is the same the way they work, the satisfaction they provide and the ease of use couldn’t be more different. To fulfill your website’s true potential you need to ensure it provides all the answers in a coherent and simplistic way; that could be the difference between a one-time online browser and a loyal and repeat customer.
When we know that 96% of people visit a website before they are willing to pick up the phone to resolve a query, it makes it even more important that they get the online help they need. But remember, satisfactory online customer service isn’t just about whether a correct answer was obtained but also the ease of the experience. The key to delivering great intuitive online customer service lies within your choice of an FAQ page or Intelligent Virtual Assistant.
This table shows you the capabilities of both systems, and I know which one I would go for…