A step by step guided workflow, decision trees can be created by both authors and agents for themselves. It helps agents to look at the issue with a wider perspective thus walking customers down all possible angles of problem arriving at a consolidated solution.
Visual guides of picture guides use a snapshot of each step to be taken in a chronological order. This not only increases the speed of resolution delivery but also increases user’s reception. Visual guides support resolutions for multiple devices like smartphones, smart televisions, tablets, etc.
A majority section of knowledge base is created in the form of articles and FAQs. Both these forms of knowledge are elongated making it difficult for agents to pick up exact needed piece within limited time to maintain both quality of work and aptness of solution as well.
Technology is viable and changes fast. With each passing day, a new innovation adds to reasons for our existing technological developments to get staler. Augmented reality is the way of erasing all geographical boundaries and connects agents directly with users via quick screen sharing.
Contact center workforce includes agents who are responsible for solving customer queries as soon as possible. Knowmax not just trains them professionally but also grooms and tests them per individual products and processes being handled. This polishes them with professional efficiency.
The field experts go to the customer’s place of comfort solving the issue. Paying a personal visit is usually taken up with repairs and installation complexities. Knowmax keeps back office support ready for field experts to access any time when needed to be able to provide quick and compact solutions.
Branches refer to franchise that are scattered. Maintaining ordinance amid them is challenging as it involves not just timely updated but also to keep entire team connected. Geographical distribution is a hurdle as geographies have their nativity to be served with.
Integrate your self-service modules with your application. As knowledge management software, Knowmax can integrate your ready as well as expanding knowledge base to all your touchpoints even if they are accessed via mobile application making customers satisfied.
Website for any organization is the first impression it gives. Apart from being just a pretty view, it must also be the solution giver. Viewers who look for solution over website already support usage of self service portals over contacting agents. A consolidated platform thus helps them easily find solutions they need.
AI powered smartbots can be integrated with any knowledge base to all platforms giving 360° degree coverage. It delivers quick solution and can be updated on a timely basis. Automated responses reduce AHT and improve CSAT, CX, and FCR as well to a great extent.
Social media is the trend today. To reach out an organization where all its competitors and clients are watching makes it essential to provide quick and best solutions. Integrating knowledge base with social media making solution distribution easy and friendly thus improves communication metrics.
Agents can create tickets with our one in all place platform. They can receive queries, raise tickets, find solution, and deliver them off all over same place without changing software for each independent function thus saving them time and reducing any possible chance of errors.
Agents might have ‘Ctrl+F’ to search through pages but time taken to do so with each article or knowledge base is huge thus further increasing AHT and customer churn too. With Knowmax’s Google-like elastic search, agents can type in relevant keywords for information related to query.
It is easy to find answers and deliver them if it is not buried but shown straight as a graph. Interactive knowledge in form of decision trees and visual guides help agents to retain knowledge for longer and also improves appearance of self service platforms.
An enterprise desires performance and a unified platform for all operations ensures that. With Knowmax’s knowledge management platform, for creation, curation, editing, and dispersion, becomes easy and facilitates on-boarding, training, and orientation, of agents for work.
Distribution of knowledge is critical and tricky as an ocean of information has to be processed and organized securely before being distributed. The origination, as well as the destination of knowledge, must be clarified so as to ensure quick dissemination saving time for users of knowledge base.
Knowmax allows all users of any information from knowledge base to rate the information and comment on it. It helps in improving content quality while indicating directly to wishes and expectations of user base. This not only established communication network but also strengthens it.
Analytics and reporting helps the content creators to discover faults and mend the loopholes. It helps an organization to know the keywords with highest hits and most asked questions. The analytics so received help team of specialists to formulate a strategy against the odds.
At times it is difficult to communicate with customers about the solution not because of its complexity but because callers lack patience and fail to follow even simple steps. Integrating modules like decision tree or visual guides with long form articles or FAQs helps with same.
Any platform, any complaint; developing a ticket and selecting up key phrases from them is what the system's automatic AI does comply with through a brief search. So, while an agent opens up a ticket, all applicable data is pre-aligned to be mentioned quickly with one easy click.
The content material so created with Knowmax comes with aid of using thorough studies and detailing them with product and content material specialists making statistics certified to be run over all systems and disseminated over all contact points, thus facilitating 360 degree coverage.
With Knowmax, creation of knowledge can be carried out by anybody. Links, media, video, and all side attachments too can be easily put in. It not only makes knowledge easy to digest and distribute but also brings all parties to use of those content participate in content creation.
Entering digital space for any organization is critical and essentially stands in need of an expert's guidance. The content going live must be engaging, informative and creative. Knowmax supports digital migration for customer's demands maintaining brand’s tonality.