The web visitor's view

The view that can be used for a public web site normally contains:

• Search field for free text.
• Lists with questions, or guides, as they are called in CallGuide Answer.
• Answers that in the guide can be text, links, pictures, films, etc. You also have the option of creating guides where information is to be found based on parameters, such as a web visitor supplying a customer ID or logging in to My pages.
• Functions for feedback.
• Links to similar questions.

CallGuide Answer can easily be adapted to blend in with surrounding web pages. The exact look is regulated using templates. Example below is from a Swedish Online demo site.

There is support for regulating handover of tasks from CallGuide Answer to various customer service channels, such as email, chat, telephony, and callback, based on regulations set up in the administration tool.

If you are offering the visitor various contact options you can also add display of the current queue situation in your contact centre, per contact media.