Explain the effects and benefits of introducing the FAQ system! I will also explain how to measure the actual effect

The FAQ system is expected to improve the efficiency of call center operations and improve customer satisfaction .

Therefore, in this article , we will introduce the effects of introducing the FAQ system along with actual examples .

Contents of this article 

  • Advantages of introducing the FAQ system
    • Advantage 1, Leads to reduction in the number of incoming calls and emails
    • Advantage 2: Customer satisfaction can be expected to improve
    • Advantage 3, Knowledge can be shared among operators
  • Introducing 3 examples of the effects of introducing the FAQ system
    • Amesma | The number of call center inquiries decreased by 60%
    • Bank of Yokohama | Improving Customer Satisfaction
    • au Commerce & Life|Reduce operator post-processing time by 40%
  • How should we define the effect of introducing the FAQ system?
    • 1, Measurement of effectiveness of FAQ system in call center operations
    • 2, Effectiveness measurement of FAQ system in internal helpdesk operations
  • Summary of the effects of introducing the FAQ system

Advantages of introducing the FAQ system

First, let me briefly introduce the benefits of introducing a FAQ system.

  1. Leads to a reduction in the number of incoming calls and emails
  2. Expected to improve customer satisfaction
  3. Knowledge can be shared between operators

Advantage 1, Leads to reduction in the number of incoming calls and emails

By installing an FAQ system that allows users to self-solve, you can expect to reduce the number of inquiries such as incoming calls and e-mails.

In addition to reducing the burden on operators, depending on the business model, the help desk can be unmanned, so the FAQ system has a great advantage.

It can be said that it is a useful service in that it can reduce the labor costs of call centers, also known as cost centers.

 

Advantage 2: Customer satisfaction can be expected to improve

Customer satisfaction can be expected to improve just by introducing the FAQ system.

Did you know that in recent years there has been a sharp increase in the number of users who prefer to solve their own questions online rather than calling a call center?

If you introduce an FAQ system, you can find the answer to your question instantly on the site , resulting in improved customer satisfaction.

Advantage 3, Knowledge can be shared among operators

By introducing the FAQ system, you will be able to share operator knowledge in call center operations.

If there is no mechanism for information sharing in call center operations, customer support know-how tends to be dependent on individual skills. Are you facing any of the following situations in your customer service flow?

  • High hurdles to add a new response method to the manual
  • The search function of the customer support manual is poor, and operators cannot find the information they want to know.
  • Post-processing after the end of the response takes time and is inefficient
  • “Mr. ○○, a veteran employee” has a unique response method (information is not shared)

 

In addition to the merit of “instantly finding the information you want to know”, the FAQ system has the merit of being easy to add new items and easy to implement .

By efficiently adding the response flow that operators have experienced individually, operators can share their knowledge and improve work efficiency.

Introducing 3 examples of the effects of introducing the FAQ system

Next, we will introduce three examples of the effects of introducing Sciseed’s FAQ system sAI Search.

Amesma | The number of call center inquiries decreased by 60%

Amesma, which offers a service that allows you to contract and receive US SIM cards and mobile phones at low rates while in Japan, has been receiving inquiries from both Japan and the US 24 hours a day .

In January 2020, the company decided that the call center would not be able to turn around, and in January 2020, it introduced the FAQ system sAI Search and succeeded in improving the efficiency of inquiry response .

■ Actual effects of introducing the FAQ system

Before introduction After introduction
Usage system none sAI Search
How to Use We have set up a “Frequently Asked Questions” page on our website. Introduced a corner (sAI Search) to search for arbitrary characters on the existing “Frequently Asked Questions” page.
Number of inquiries Only 30 to 40 questions a day that can be understood by reading the site Decrease in the number of questions that are clearly stated on the site
The number of inquiries per day is 16.4 (60% decrease)
business change Answering email inquiries one by one manually
Consideration to prevent duplicate answers and quick response were also issues
Realized quick response and reduction of personnel cost by reducing duplicate questions and number of questions
Acquisition of data leading to improvement of conversion rate from user’s FAQ usage history

By introducing the FAQ system, Amesma has reduced the number of inquiries received from 30 to 40 per day to 16.4 .

Bank of Yokohama | Improving Customer Satisfaction

Since September 2020, Sciseed has been promoting various measures with the Bank of Yokohama as a partner to strengthen its digital strategy.

The first step was to improve the operational efficiency of the call center .
After analyzing the thousands of inquiries received at the Bank of Yokohama’s call center, we reviewed the FAQ content and introduced a new FAQ system, sAI Search.

As a result, we have succeeded in raising the number of FAQ solutions to 1.36 times the conventional number .

Since the FAQ system has increased the probability that customers’ questions can be resolved, customer satisfaction in using the service has also increased.

au Commerce & Life|Reduce operator post-processing time by 40%

At au Commerce & Life Co., Ltd., which operates multiple general shopping sites such as “au PAY Market” and “LUXA,” the FAQ system for call centers was scattered , and a lot of time was spent on post-processing.

The more time it takes to post-process an inquiry, the higher the operator cost per inquiry . As the hurdles to information sharing were high, there was also the problem that necessary knowledge was not shared .

Therefore, the tool introduced and unified in May 2019 is sAI Search, a FAQ system developed by Sciseed. The result is a 40% reduction in post-inquiry handling time and shorter call times.

Before introduction After introduction
Usage system Use 3 tools together, such as Excel Call center type sAI Search
How to Use Access and search shared folders, enter and manage correspondence history in another tool Operators can do everything from “inquiry content search” to “log recording” on a dedicated system screen.
business change Search multiple data during inquiry work,
replace the written contents with your own words and reply, and manually enter the history after responding
By using the tag search function and category search function, the post-processing time
after the response was reduced by 40% so that the flow from search to history recording can be completed with just a click operation.

One of the reasons why we were able to reduce post-processing time in operator work by 40% is the introduction of an AI-equipped FAQ system.

How should we define the effect of introducing the FAQ system?

So far, we have introduced the benefits of the FAQ system and examples of the effects of introducing the Sciseed FAQ system.

In this chapter, we will introduce the concept of how to measure the cost-effectiveness when introducing the FAQ system .

1, Measurement of effectiveness of FAQ system in call center operations

The cost effectiveness of introducing an FAQ system for the purpose of streamlining call center operations can be estimated as follows. Take a look at the image below.

In the above example, it is assumed that the introduction of the FAQ system will reduce the response time for each inquiry by 5 minutes.
Multiplying the number of monthly inquiries by 5 minutes of time saved, and then multiplying that number by the operator cost per minute, we can estimate the cost-effectiveness of the FAQ system.

In this trial calculation, we were able to estimate that there is a reduction effect of 3 million yen per month.

When actually introducing the FAQ system, compare the estimated cost of reduction and the operation cost of the FAQ system.

 

2, Effectiveness measurement of FAQ system in internal helpdesk operations

Next, let’s consider the cost-effectiveness of the FAQ system in internal help desk operations. The response flow before the introduction of the FAQ system is defined as follows.

[Response flow before the introduction of the FAQ system]
1, Employee inquires to operator
2, Operator confirms according to the manual
3, Operator responds to the inquiry
4, Employee can solve the question and the inquiry ends

 

If the FAQ system is introduced in the above organization, it will be possible to improve work efficiency in two patterns: (
1) Employees use the FAQ system to solve problems on their own (
2) Operators and employees refer to the FAQ system while calling .

Please see the following image.

Assuming that it takes 10 minutes to respond to each inquiry,
in “A, employee’s self-solution” in the above image,
(1) the employee can immediately get an answer from the FAQ system, which will reduce the time by 8 minutes .

Next, in “B, referencing by phone”,

By having the operator respond while referring to the FAQ system together with the employee who made the call, information can be communicated quickly, and it is thought that both the operator and the employee can save 7 minutes each from the time it would otherwise have taken to respond by phone.

Let’s see how much we can save each month in this example .

In both cases A and B, when the FAQ system is introduced for internal inquiry operations, both employees and operators can reduce their respective inquiry time.
Multiplying the labor costs of operators and employees, the monthly reduction cost is calculated.

In this example, which receives 800 internal inquiries per month, the introduction of the FAQ system produced a cost-effectiveness of 514,560 yen.

When actually introducing the FAQ system, refer to the introduction effects published by each vendor and compare the cost-effectiveness and monthly usage cost.

We offer free consultations throughout the year when introducing the FAQ system. Please feel free to contact us if you have any questions before installation, or if you cannot decide whether you should introduce the FAQ system at your company. Please feel free to
contact us for a free consultation by clicking here !

Summary of the effects of introducing the FAQ system

In this article, we introduced the benefits and effects that can be expected when introducing the FAQ system, with examples .

Among the effects that can be expected by introducing the FAQ system, the following three items are typical.

  1. Reducing the number of incoming calls and emails
  2. Improve customer satisfaction
  3. Knowledge sharing between operators

Both have great benefits in terms of operational efficiency, but depending on the service that introduces the FAQ system, there are cases where you can get hints for improving your business.

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