Contact & Support

Guided Contact Journeys

Guided Contact Journeys provide customers with a structured way to submit enquiries whilst encouraging self-service resolution wherever possible.

Customers begin by selecting a primary contact reason, followed by a more specific secondary reason that provides additional context regarding the nature of their enquiry. Based on the options selected, Solo can dynamically present contextual information, guidance or support content that may help resolve the issue immediately.

This enables organisations to address common customer questions through self-service, reducing unnecessary contacts and improving resolution times.

Where the information provided does not fully resolve the customer's query, the customer can continue with the contact form and submit their enquiry directly to the customer service team. Submitted enquiries are processed as emails, ensuring a seamless transition between self-service and assisted support.

The content displayed throughout the journey is fully configurable, enabling organisations to continuously optimise contact deflection strategies and improve operational efficiency.

Benefits

• Encourages self-service resolution
• Reduces avoidable customer contacts
• Improves support efficiency
• Provides contextual customer guidance
• Fully configurable through the CMS

Address Management

Predictive Address Lookup

Predictive Address Lookup simplifies address entry by presenting customers with intelligent address suggestions as they type.

The functionality uses the information entered by the customer to generate a localised list of potential address matches, with results continuously refined as additional characters are entered. This enables customers to quickly locate and select their address without manually completing every address field.

By reducing manual data entry, Predictive Address Lookup helps improve data accuracy, accelerate form completion and create a more streamlined customer experience.

Benefits

• Faster form completion
• Improved address accuracy
• Reduced customer effort
• Enhanced data quality
• Improved user experience