Intelligent Scripting – A Definition
At its’ heart, Intelligent Scripting is all about providing better Customer Service. That’s something that Keyfax has been doing for over a decade.
We’ve all been frustrated by organisations, asking for the same information each time we contact them. How much more embarrassing is that for
them, if we have been a customer of theirs for ten or twenty years?
“What kind of heating do you have – is it gas, or electric?”
“And do you have any disabilities, or are you feeling vulnerable?”
Intelligent Scripting allows your customer service staff to add some ‘smarts’ into their diagnostic scripts. So, your advisors can have better conversations:
“I can see that you have gas central heating, and it’s a Worcester Greenstar Combi Boiler. We’ll get the repair carried out by tomorrow.”
Or better still, without asking any embarrassing questions, the advisor can add notes for the repair providers:
“Tenant has mobility & hearing issues: Knock loudly, & wait patiently ”.