Dynamic Web Forms Overview
Forms that adapt to your customers’ choices and integrate with knowledge and Live Web Chat.
When customers are trying to resolve an issue, multiple back-and-forth contacts might be required. This back-and-forth happens with ease in an in-person conversation, or on the phone, or in a live chat environment. With email, however, each piece of the conversation requires a new email. That’s not the most efficient way of doing things. Managing email queues is a time consuming process that saps agent productivity.
Unique to Synthetix, our highly agile, smart self-service Web Form system enables companies who have already invested in a Synthetix FAQ knowledge-base, to deflect up to *10% of email submissions by offering relevant answers at each stage of the form. Or when strategically integrated with Live Web Chat, it has been proven to deflect up to *40% of email submissions, giving customers multiple contact options.
Should a customer still find it necessary to send an email, this form is dynamically designed to ensure that the customers provides you with all the data needed in order to resolve the customer enquiry first time, dramatically reducing first contact resolution rates.
This combination of several Synthetix services makes it one of the most successful and compelling web self-services tools currently available, resulting in greatly enhanced customer experiences.
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