A question handler is a computer program that manages incoming questions and responses for a website or service. It sends questions to experts, stores the answers in a database, and provides quick access to the answers for future use. It is used in industries dealing with information and customer service environments to improve productivity and customer experience.
A question handler is typically a computer program or application used to more effectively manage incoming questions and the responses to those questions for a website or similar service. It is typically used to receive incoming questions from customers, which are then sent to experts for authoritative answers. After answering the question, the question-answer pair is then fed into a large database and sent to the client to answer the original question. A question manager can then be used to access this database quickly in the future, making answering the same question quick and easy for a host or administrator.
The use of a question management program has become quite widespread in the industries dealing with information and a large number of incoming questions. Many libraries, for example, have begun to amass databases with large numbers of question-and-answer pairings to make it easier for those interested in various aspects of the world to find them. This process essentially begins when a person sends a question – the requester is called a customer – to the question manager and this question is then sent to an expert to answer. The expert provides an answer to the question and then sends this answer with the question to the host who first received the question.
This question-and-answer coupling is then received by the host system, which often includes a day manager who oversees the ongoing operations of the question management program and administrators who oversee the technical aspects of the program. Once received, this can be fed into a larger database of numerous question-and-answer matches to create the resource from which answers can be provided in the future. The answer is then provided to the original customer who asked the question. This type of question management offers highly scalable functionality, as many users can ask the same question and quickly receive the correct answer based on one overall process.
A question management program can also be used in customer service environments, especially through online customer and technical support. When a customer asks a question that is already in the Question Manager database, a customer support member can quickly access that answer and deliver it to the customer with very fast turnaround. This then enables customer service or tech support representatives to assist customers faster, improving the customer service experience and improving productivity for customer service associates. Answers to new questions can be continuously stored in the database, providing advanced and ongoing support to both employees and customers.
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