Have you ever experienced the following concerns?
Inquiries received by a contact center can often be resolved by checking a website. Ideally, we would like to have users solve these queries on their own.
Frequently asked questions are managed by the website CMS system. We need a system that provides a more streamlined solution for QA management.
We need new employees that have just joined the contact center to be able to answer queries at a certain level. I would like to know how to share the knowledge of veteran operators.
While the frequently asked questions website is managed using a dedicated FAQ system, we struggle with maintenance inefficiencies. We need an easier way to update content.
We have accumulated large volumes of knowledge data within our contact center, but we are unable to use it without search functionality. It is hard to update old information and erroneous information.
How to utilize generative AI is a company-wide issue. We implemented knowledge management but are unsure about what it can achieve.
Features of FastAnswer
FastAnswer is an FAQ system that makes it possible to manage knowledge items in the contact center and sites with frequently asked questions for general customers, within a single system.
Compiling “feedback” retrieved by the contact center into single FAQ knowledge items
- Compile feedback retrieved by the contact center as FAQ knowledge items
- Use this as FAQ knowledge that will serve to benefit others.
Based on a concept of “easy to find,” “easy to prepare,” “easy to expand upon”
- FastAnswer was developed to resolve issues in FAQ management, making it easier to find relevant FAQ knowledge, creating helpful FAQ knowledge, and keeping FAQ knowledge up to date.
Integrated management and use of information required for responses
- Integrated management of all information needed to resolve issues, such as FAQs, manuals and other documents, and information found on websites and Intranet sites as knowledge items
Efficient management of information from multiple sites
- Use internal FAQ knowledge items and “Frequently Asked Questions” on company websites independently of one another
- Perform integrated management of multiple sites on a single system
An intuitive user interface
- Easy-to-use interface that dramatically improves the efficiency and productivity of screen operators
- Also comes with a full suite of easy-to-use support features for site administrators Keep FAQ knowledge items up to date
Safe and secure development, implementation, and support nationwide. Regular feature updates
- TechMatrix develops the software in-house, and provides implementation and support services
- FastAnswer and FastHelp allow for the integrated management of master information, product and FAQ information, privilege settings, and more on a shared database
- Regular feature updates and on-demand version upgrades available
Visual of FastAnswer Implementation
FastAnswer enhances the quality of inquiry responses and work efficiency of a contact center, and increases the customer’s ability to resolve issues on their own.
Main Features
Advanced search function
FastAnswer features a rich array of search functions so that users can find the information they need to solve their problem regardless of their searching ability.
Document management / crawling / WebAPI function
You can also manage manuals and other documents located on internal file servers as knowledge items. With FastAnswer, searches can straddle often scattered FAQs and documents to boost searching efficiency.
Administrator support function
Features a robust user interface that reduces administrator workload, providing the ability to create expressive knowledge items without any knowledge of HTML.
Report (analysis) function
The multi-faceted analysis and visualization of FAQ knowledge use aids the PDCA cycle for FAQ knowledge items.
Multi-device/multi-site support
Multiple knowledge sites can be managed together in an integrated manner (multi-site support) within a single system. On external sites (external sites/corporate websites), FastAnswer features a standard display with responsiveness which is optimized for PCs, smartphones and other devices.
FAQ support service
We are also open to inquiries concerning FAQ maintenance.
FAQ management
This is a feature used to manage inquiries in Q (question) and A (answer) format. This is provided as a basic function in general FAQ systems.
Branching/selection-type FAQ
This makes is possible to create and manage FAQ knowledge items in branching or selection-type format.
Suggest function
This displays candidate keywords and knowledge items as suggestions based on the keyword being input into the search field. This can help speed up the search process.
Templates
Set templates for creating new knowledge items for each knowledge category and type.
SEO measures
Easily incorporate the necessary SEO measures to feature knowledge items high up in Google and other search engine rankings.
Change web designs
Batch upload HTML and CSS files to change the design of a website (FAQ website) to an original design.
Web form management
Create web forms for reference materials, inquiries, questionnaires. . When linking FastAnswer and FastHelp, inquiries made via a web form are automatically registered as tickets for a prompt response.
Action history analysis
A search history of knowledge items viewed prior to a user sending a web form will be saved and displayed as a list. Use this to determine user behavior prior to making an inquiry, and help improve knowledge item content.
Recommendation assistant function
Related FAQs and recommendations can be displayed on a web form. Recommended FAQs are automatically identified based on the contents of the customer’s inquiry. This is used to prompt the customer to solve the issue on their own before sending the inquiry form.
Web portal function
(*) These functions are due to release in the future. For further details, please make an inquiry.
AI link
(*) These functions are due to release in the future. For further details, please make an inquiry.
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Case Study
FastHelp realizes center management and company-wide use with an emphasis on the customer's point of view
The integration of multiple channels significantly reduces management man-hours.
Find the right features tailored to your business and challenges
Explore proven results from leading enterprises
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Related Products/Solutions
Contact Center CRM Systems
FastHelp is a CRM system provided by TechMatrix that specializes in contact center use across a broad range of industries and sizes. This leverages integrated management of customer information and omni-channel support to streamline operations.
- #Customer management
- #Customer service quality management
- #Information analysis and sharing
- #Voice
- #Generative AI
Generative AI Functions
FastGenie is a suite of generative AI functions provided by TechMatrix. We also able to provide a PoC (proof of concept) based on your company’s needs.
- #Customer management
- #Knowledge management
- #Customer service quality management
- #Information analysis and sharing
- #Non-voice
- #Voice
- #Generative AI
Frequently Asked Questions
Frequently asked questions from users considering FastAnswer (FAQ knowledge system). For other frequently asked questions that could not be published here, please see our Frequently Asked Questions website, or submit an inquiry using the Inquiries form.
FastAnswer is available in the form of an on-premises software package or as a cloud service, depending on user preferences The cloud type service, FastCloud, provides affordable, quick, and flexible access to system functions simply by having access to PCs connected to the Internet.
Generally, FastAnswer uses a charging system based on FAQ page views and HDD usage, rather than the number of users. As both externally published FAQs for customers, and internal FAQs for operators are based on page views, costs can be controlled in line with FAQ use. For further details, please make an inquiry using the Request Quotation form.
You can create knowledge items from PDFs and other manuals using generative AI. You can also generate knowledge items from inquiry histories (FastHelp license required). For further details, please make an inquiry.
FastAnswer is used by many companies as a FAQ knowledge system across a broad range of industries. For more information, see the implementation case studies page.