What is Alterra Answers?

Alterra Answers is an AI-powered application designed to enhance customer service by integrating seamlessly with Zendesk Support accounts. This innovative tool leverages advanced Deep Learning Natural Language Processing (NLP) technology to help customer support teams respond to inquiries more efficiently and effectively. By understanding the intent behind customer questions rather than simply matching keywords, Alterra Answers provides relevant answers, thereby improving customer satisfaction and reducing operational costs.

Features

Alterra Answers boasts a range of features that set it apart from traditional customer support tools. Below are some of the key functionalities:

1. Auto-Pilot Mode

• Instant Ticket Resolution: The Auto-Pilot mode allows Alterra Answers to automatically screen and respond to new Zendesk tickets. This feature can resolve up to 20% of support tickets without human intervention.
• Knowledge Base Integration: The AI searches your knowledge base for relevant answers and closes tickets if the customer is satisfied with the response. If not, the ticket is escalated to a support agent.

2. Co-Pilot Mode

• Enhanced Agent Productivity: In Co-Pilot mode, Alterra Answers assists support agents by suggesting relevant articles and responses directly within the Zendesk interface.
• Faster Response Times: By providing quick access to pertinent information, this feature helps agents shorten their first response time and overall time to resolution.

3. AI-Powered Zendesk Guide Search

• Improved Self-Service Rates: Alterra Answers enhances the search functionality within Zendesk Guide, achieving an impressive 90% accuracy rate compared to the 25% to 50% accuracy of traditional keyword-based searches.
• Natural Language Understanding: The Deep Learning NLP Engine allows users to search using natural language, making it easier for customers to find the information they need without having to navigate complex menus.

4. Code-Free Setup

• User-Friendly Installation: The application requires no coding skills for setup. It integrates directly with your Zendesk Support account, imports your existing knowledge base, and transforms it into an intelligent answering system.
• Quick Onboarding: The straightforward installation process allows teams to get started with Alterra Answers quickly, minimizing downtime and maximizing efficiency.

5. Free Trial

• Risk-Free Exploration: Alterra Answers offers a free 30-day trial with no credit card required, allowing potential users to explore its features and benefits without financial commitment.

Use Cases

Alterra Answers can be utilized in various scenarios to enhance customer service and improve operational efficiency. Here are some specific use cases:

1. E-Commerce Customer Support

• Handling FAQs: E-commerce businesses often receive repetitive questions about order status, return policies, and shipping details. Alterra Answers can automatically respond to these inquiries, freeing up agents to focus on more complex issues.
• 24/7 Availability: With its AI capabilities, Alterra Answers can provide customers with instant answers around the clock, enhancing customer satisfaction and trust.

2. Technical Support

• Complex Issue Resolution: Technical support teams can benefit from the Co-Pilot mode, which suggests relevant troubleshooting articles to agents. This accelerates the resolution process for technical issues.
• Knowledge Base Optimization: By analyzing customer inquiries, Alterra Answers can help identify gaps in the knowledge base, allowing teams to create more comprehensive support documentation.

3. SaaS Companies

• User Onboarding: SaaS companies can use Alterra Answers to assist new users in navigating their platforms, answering common questions, and providing guidance through the onboarding process.
• Reducing Churn: By ensuring that users receive timely and accurate information, companies can enhance user experience and reduce churn rates.

4. Customer Feedback Collection

• Post-Interaction Surveys: After resolving a ticket, Alterra Answers can prompt customers for feedback on the quality of the response, helping companies continuously improve their support services.

Pricing

Alterra Answers offers a straightforward pricing model that allows businesses to choose a plan based on their support needs. While specific pricing details are not provided in the content, the tool offers a free 30-day trial. This allows users to evaluate the tool's effectiveness before committing to a paid plan.

To get the most accurate pricing information, businesses should contact Alterra directly or visit their website.

Comparison with Other Tools

Alterra Answers stands out in the customer support landscape due to its unique features and capabilities. Here’s how it compares to other similar tools:

1. Performance

• Ticket Deflection: Alterra Answers claims to deflect four times more tickets than competing products. This is a significant advantage for businesses looking to reduce support costs and improve efficiency.
• NLP Accuracy: The Deep Learning NLP Engine used by Alterra Answers demonstrates a 90% accuracy rate in understanding customer inquiries, while many competitors rely on keyword-based solutions that often fall short in accuracy.

2. Ease of Use

• Code-Free Setup: Unlike many customer support tools that require technical expertise for installation, Alterra Answers offers a code-free setup, making it accessible for teams without a dedicated IT department.
• User Interface: The integration with Zendesk Support provides a familiar interface for users, reducing the learning curve associated with adopting new software.

3. Availability

• 24/7 Support: Alterra Answers provides round-the-clock assistance, which is crucial for businesses operating in different time zones or those that want to enhance customer service outside of regular business hours. Many traditional support tools do not offer this level of availability.

4. Flexibility

• Customizable Modes: The Auto-Pilot and Co-Pilot modes offer flexibility in how customer support teams can utilize the tool. Businesses can choose to fully automate responses or provide support agents with AI-assisted recommendations based on their needs.

FAQ

Q1: What types of businesses can benefit from Alterra Answers?

A1: Alterra Answers is suitable for a wide range of industries, including e-commerce, SaaS companies, technical support services, and any business that relies on customer inquiries and support tickets.

Q2: How does Alterra Answers improve response times?

A2: By utilizing AI-powered suggestions and automatic ticket resolution, Alterra Answers helps support teams respond to customer inquiries more quickly, thus improving overall response times and customer satisfaction.

Q3: Is there a limit to the number of tickets Alterra Answers can handle?

A3: While specific limits are not mentioned, Alterra Answers is designed to handle a high volume of inquiries efficiently, making it a scalable solution for growing businesses.

Q4: Can Alterra Answers integrate with other tools besides Zendesk?

A4: The content primarily discusses Alterra Answers' integration with Zendesk Support. For information on compatibility with other platforms, it is best to consult with Alterra directly.

Q5: What kind of support is available for users of Alterra Answers?

A5: Users can typically expect comprehensive support options, including documentation, FAQs, and customer service assistance to help with any issues or questions that arise during use.

In summary, Alterra Answers is a powerful AI-driven tool that enhances customer service capabilities for businesses using Zendesk Support. Its unique features, ease of use, and strong performance metrics make it a compelling choice for organizations looking to improve customer satisfaction and streamline their support processes.