Powerful semantic search engine
The Eptica self-service search engine enables customers to find the information they are looking for by identifying the concepts contained within their questions and delivering the most appropriate answer from a dynamic customer service knowledgebase.
Self-learning knowledgebase
The Eptica knowledgebase learns, from the way it is used, which content is best for answering a specific question. Every interaction with the knowledgebase continues to refine and enhance the relevance of content. Using both customers’ and agents’ search histories, FAQs are automatically and dynamically prioritised, constantly pushing the most popular information to the top based on how often it is viewed and searched for.
Accessible help for everyone
Eptica self-service accommodates everyone’s search preferences. Web site customers can find information quickly by typing natural language questions, phrases and keywords. They can also browse through FAQ entries organised by topics and subtopics.
Easy to keep content up to date
Eptica’s content and enquiry management workflow makes the process of adding new content exceptionally painless. Information can be published in a click and requires no content tagging or programming of concepts. Add new content in response to new searches and enquiries initiated by customers and customer service agents, or by adding new information at any time such as for new products and promotions.
Content modules
Multiple interfaces can be supported from a single knowledgebase even though customers may access the knowledgebase from different websites, such as a company with several retail brands
Multiple languages
Eptica’s self-service and email management applications are available in 26 languages including English, French, Spanish, Portuguese, German, Italian, Dutch, Polish, Arabic, Korean and Japanese. This enables organisations with pan-European and global locations to deliver consistent, high-quality service across their entire Web and customer contact operations.
Content ratings
Allow customers to rate the effectiveness of your knowledgebase entries and use this information to optimise content.
Full Publication controls
Publication controls allow a date to be set for the publication and expiry of content.
HTML content editor
Content is published within a consistent style template. An easy to use editor allows basic editing of text content and the ability to add links to web pages, downloadable forms and brochures such as instruction manuals.
Resources library
Brochures, order forms, price lists and all manner of PDFs, text files and images can be stored for use in knowledgebase entries.
