When your Customer is on your website, they want answers to their questions without having to contact you.

When potential Customers are browsing the Internet, gathering information about their available choices, you want your website to intuitively address their needs, enable them to  find the answers they want so they stop searching and choose to do business with you.

CONGEX addresses these Customer service challenges with solutions that improve the way Customers find the information they need and help you continually improve  the quality of your website’s responses. We work with you to deliver;

• Increased Customer satisfaction
• Higher issue resolution rates
• Greater agent availability through an overall reduction in inbound contact, including emails, livechat and phone calls.

Helping Customer serve their own needs for information

CONGEX has partnered with Eptica to deliver a Web Self-Service solution powered by an intelligent meaning-based semantic search engine which allows Customers to ask a question, search by keyword or browse content within a dynamic knowledgebase – effectively enabling them to answer their own Customer service questions through your website.

CONGEX helps you reap the benefits in sales and Customer satisfaction by increasing brand engagement and the length of time Customers spend on your site.  You can gain invaluable Customer insight through analysis of Customer queries within your Web Self-Service system. Reduce routine and repeat enquiries so your Customer service staff can spend more time with highly-qualified Web site visitors using phone or LiveChat. Gain the customer service advantage, providing instant online answers combined with a seamless, fully integrated route to Customer service staff by email, chat or phone,

With CONGEX, your eCommerce and Customer service channels can work together to improve customer engagement, give customers better information, resolve enquiries faster, improve the customer experience and maximise every sales opportunity.