New Questions Answered Effectively
Users are able to ask new questions into the system and find solutions to issues that haven't been addressed before. If the question is not recognized by the application as already being answered, it is distributed to relevant support staff so they can handle the issue effectively where they can select from available standard response templates or write a new response to the question. Your staff is then able to publish the answer to the website for all future customers who have that same issue.
Questions that are new to the system, and therefore cannot be answered automatically by the application, are distributed to relevant staff within your organization who can handle it most effectively. You have the ability to easily assign staff to specific categories they can most effectively address, and they will be notified about all new questions within their assigned topics.
When questions are submitted, your staff will be able to communicate back and forth with the customer in order to address their specific issue. Representatives are able to select from a number of response templates that are saved in a standard response library, and then address the customer's specific needs by expanding upon that template. Lumin Support gives you the tools to save time through automating as much of the response as you can, while still addressing the new questions effectively.
Finally, after each question is effectively answered, your staff has the ability to publish a comprehensive answer to the public website which will effectively address the issue for anyone who has the same question in the future. This allows you to continuously grow your database of frequently asked questions, and save your organization a significant amount of time and resources by having common questions answered once.