An advanced knowledge base is created and distributed by Knowmax. This complete and concise knowledge base acts as a single repository of all organizational knowledge. The information can be created, edited, stored, and distributed in any file format. You can also attach documents and insert or upload various media files and links.
This streamlined process for support teams and customers has a step-by-step intuitive workflow. It allows users & departments to create guided workflows as per business needs. From resolving customer support tickets to streamlining communication within departments, a decision tree makes every operation a cakewalk.
It is the visual assistance that agents need while handling complex customer interactions. Picture guides ensures best for agents and users by allowing faster and efficient resolutions using images as a better tool as compared to words. Visual guides support resolutions for multiple devices like smartphones, smart televisions, tablets, etc.
Over 90% of users would use an online knowledge base if it were made available. You can easily monitor words and phrases that users and support agents use. This not only alters but also improves navigation experience. Highest number of hits procured per keyword helps the organization to bid more and closely screen it.
Standing on verge of expiration, gone are the days when physical presence was referred to as close supervision and guidance. With smartphones, co-browsing, and AI sensing cameras, it becomes a lot easier to share screen by asking for access permission and thereby guide user towards self-help solutions live on-product.
Knowmax conducts regular assessments of agents during training to know about their understanding of processes’s product and organization. Circulating articles and videos related to call handling and soft skills are helpful in bridging communication gaps. Agents get hands on experience of using knowledge base.
A contact center agent works under maximum pressure of all. To know a caller, understand the problem, use soft skills, and wrap up the query all at once needs support in technical aspects over a single platform to cut the time wasted in jumping sites and softwares.
The field experts summon up to the client’s doorsteps winding up the complaints. The complaints that require such personal attention tend to have higher impatience on part of customers thus difficult to maintain the FTR which is all eased out with Knowmax’s knowledge management deck.
Integrate your self-service modules with your application. If your organization uses an app based operation, there is nothing like it to provide self-service at same place thereby helping the customer avoid pains of multiple channel switches thus enhancing customer experience.
Whenever a customer reaches out to you for solution; it is majorly through a Google search asking the way out of it. Once your own website’s solution page appears on SERP, it becomes easy and trustworthy for the consumer to be there and get the solution state achieved.
What if it was this chat itself that gave you great C-SAT insights and ornamented NPS scores? Use your chatbot as an interactive tool to integrate over any platform and be capable for disseminating consistent information at each touch-point.
A platform named to show off your chiselled marketing skills now carries the onus to show off your business tactics by simply satisfying your consumers at the platform they might currently be using. Hitting the iron when hottest is the best after all.
Least recognized and most needed is the need for knowledge management is at pan-organizational levels in every braches and franchise establishment. Knowmax brings in all the details on a single platform accessible via cloud storage thus making sync of actions and coordination of communication fair better.
Any platform, any complaint; creating a ticket and picking up keywords from them is what the system’s automated AI does followed by a quick search. So when an agent opens up a ticket, all relevant information is pre-aligned at the back end to be discussed soon with one simple click.
The tutorial mode and step guidance make content creation easy. The steps to creating a workflow are quick & simple as the creator has to start with a problem statement and write solutions to the same in option box further. It covers the problem from all possible angles.
To go digital & keep a tight foothold, it is essential to have experts keeping your back like Knowmax does at a lower cost. From launching you digitally to guiding each of your steps, Knowmax helps in entire content migration as per demands maintaining brand’s tonality.
Agents might have ‘Ctrl+F’ to search through pages but time taken to do so on each page is huge. Knowmax offers a Google like elastic search whereby all an agent needs to do is to type in relevant keywords and any information or knowledge related to them pops up.
Every customer needs quick solutions. While on a query raised, information must be given to both agents and experts in such a form that it is directly applicable instead of being understood first and then disseminated. Interactive guides help deliver smooth solutions.
With straight & simple presentation of knowledge, each transaction between agents and customers is evaluated thereby mending loopholes. Tools for knowledge creation abide by customer incentive & interest over self-service platforms while they provide ease of use to employees.
Two way feedback management system completes chain of communication & checks the knowledge being created and distributed. Agents give feedback to authors. These are then linked with learning management system (LMS) to ensure proper process health.
Random sampling of calls and chats checks agent quality thus helping in improving service levels. It also indicates to the key areas to be focused on. Knowing the market and contact center’s competency to stand up to it helps strategic decision making on a real time basis.
Equip your agents like never before with concrete knowledge base. From in-depth research through articles to quick wraps through visual guides, everything they need is right under a single head. You can link your complicated decision trees with visual guides for ease of communication.
The content so created by Knowmax is backed by thorough research and detailing under supervision of product & content experts making the information qualified to be run over all platforms whether digital like website, app & chatbot, or assisted channels like contact centers & field services.
An organization needs efficiency in a single platform for all operations. Over Knowmax’s all-in-one Saas for knowledge management and dispersion, agents are on-boarded, trained, & oriented. With ready to use knowledge, self-service portal gives CSAT a rise.
Agents over CRM have to receive a complaint, create ticket on ticketing system, move to knowledge base and find solution for the same. The time saved by doing all of it collectively over a single platform instead of switching softwares is what Knowmax derives its expertise from.