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Details
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The AskAnything Web is a self-service, question-and-answer software program that allows you to offer
your customers and employees an easy way to automatically get answers to their specific questions. It
contains the following features:
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Installation and Customization
The AskAnything Web can be installed on your servers and customized in less than 4 hours. It can be customized in the
following ways:
- The look-and-feel can be changed to match the color-scheme and layout of your website.
- Questions and answer combinations (FAQs) can initially be added to the knowledgebase. As customers and employees
use the site, the knowledge-base will grow organically.
- Categories (that are used to organize the FAQs) can be added that are appropriate to your organization.
- The integration settings with GoldMine or SalesLogix can be customized allowing questions to be added
as certain types of call tickets or pending activities.
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Natural Language Searching
Users can type in full-text sentences, and the AskAnything software will find related answers based upon
the text and context of the questions.
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FAQ Manager
Administrators have a wide variety of tools to work with including an FAQ manager which allows them to
add, edit, and delete new and existing FAQs. In addition, the administrator can choose to publish or un-publish
FAQs according to their relevancy to the website.
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FAQ Ranking
FAQ’s are dynamically ranked based on customer ratings and the frequency of viewing.
The order that FAQs are displayed is determined by these ratings. In addition, this information is
highlighted in several reports so that you can see which FAQs were viewed the most.
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User Profile Management
Users can anonymously ask questions and receive related answers. In addition, if a user decides to forward
a question to a customer-service representative, he or she can sign up and maintain a user "profile". This profile
allows the user to keep track of all their questions asked and whether they have been answered. In addition, if the AskAnything
Web is integrated with a third-party CRM system, the user can update their demographic information, and it
will automtically update this information in the CRM system.
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Knowledgebase Management
The AskAnything Web can be customized in a number of ways, including
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Adding "noise" words which the software will ignore in a full-text question.
- Adding a list of synonyms. For example, a question with the word "computer" in it should return FAQs not only with
the word "computer", but also with the word "PC". This synonymous relationship between
"computers" and "PCs" can be setup in the knowledgebase.
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Integrates with Saleslogix and FrontRange
AskAnything Web integrates with both the SalesLogic and FrontRange CRM systems. Questions that are submitted
through the AskAnything Web become call tickets in the respective support modules. The resolutions to the call
tickets then become answers in the AskAnything knowledgebase. Contact information can also be synchronized
between the two systems so that customers can update their demographic information online.
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Reporting
The AskAnything Web software comes with a number of customer reports, including:
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A list of all questions asked, even ones that were asked anonymously. This provides for powerful feedback
regarding your product offering, website layout, and much more.
- A list all questions asked by users who signed up, including their email addresses and timestamps.
- A list of the customer-service representatives and the time it took them to answer questions.
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