With our knowledge management tool, you can effortlessly compile and publish crucial information, - such as symptoms, causes, and resolution details - empowering your customers to find solutions on their own. This not only boosts customer satisfaction by promoting self-help but also equips your agents with a robust resource for additional support.
Streamline Service Excellence with Information and Knowledge Management
Sharing wisdom across your service desk isn't just efficient - it's empowering! Speedy responses for your customers? Check. Rapid ramp-up for new support agents? Absolutely. With our information and knowledge management software, your self-service customers become self-sufficient, finding answers on their own without breaking a sweat.
From documenting symptoms to uncovering root causes and solutions, we've got you covered for incident resolutions and tracking workarounds to nip problems and known errors in the bud. Don't hoard that precious knowledge - organise it with easy categories and tags for lightning-fast access.
Revolutionise Support with Our Knowledge Management Tool
Consistent Knowledge
Ensures a more consistent level of knowledge across support teams, enabling seamless customer interactions and accurate problem resolution from every agent.
Decreased Call Volume
By providing self-help resources, our information and knowledge management module helps reduce incoming call volumes, allowing agents to focus on more complex issues.
Empowered Agents
Equips agents with extensive knowledge resources, boosting their confidence to handle customer enquiries effectively. This leads to quicker resolution and higher customer satisfaction.
Discover the Power of Our Knowledge Management Software
Automated Search: Automatically search approved knowledge articles related to a caller’s issue, ensuring efficient problem resolution.
Quality Feedback: Provide feedback on the quality of knowledge articles by rating them, helping to continuously improve the accuracy.
Flagging System: Flag knowledge articles that are outdated or incorrect, or submit them for review, ensuring that information remains reliable.
Comprehensive Documentation: Document detailed information including symptoms, causes, and resolution steps within the knowledge management software, or link to external resources.
Author Recognition: Implement a reward system where knowledge authors receive recognition and incentives based on the quality of their submissions, utilising gamification techniques to encourage ongoing contribution and improvement.
Customer Self-Help: Empower customers and end users to resolve their own issues by publishing relevant knowledge to the self-service portal.
