An instant scripting software understands the customer queries and builds the information accordingly. It shows the relevant context in the form of a script. It is easy that even a call center agent can create a script in a few steps with the software.
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It facilitates ‘Self Discover Ability’ to allow the agents and customers to structure the information. An interactive way to get a thorough knowledge of easy breakups. It increases transparency and credibility through providing the information in interactive workflows, not verbal communication. Not-at-all a time-bound service could be accessed anytime anywhere.
‘Call Center Script Software’ can work as per the business requirement. Amalgamate this software within the website or chatbots and it becomes easy to access over any browser, PCs, and smartphones. Moreover, it comes out with an inimitable feature of ‘Multilingual’ that supports the brand to be more specific in multiple regions.
This tool can actually increase the customer experience by reducing ‘ Average Hold Time’(AHT). Customer does not need to repeat themselves or stay in the queue for hours as it is always available to assist. Proactively asks to choose the option and shows all the possible outcomes of any decision. It provides a series of steps or complete guidance which increases C-SAT.
This Artificial Intelligence tool working more than a digital asset. It continuously examines itself to keep a track of frequently asked queries. And also ensures, whether the respective solution is satisfying the customer requirement or not.
A 1% improvement in first Call Response = $276,000 in annual operational savings for the average call center
Knowmax, a Knowledge Management Platform has expanded our capabilities in terms of communication, information accessibility, and knowledge sharing about products and services with our end customers through digital and assisted channels using Picture Guides for pictorial support regarding various use cases, and their Al based knowledge base, becoming brain to our Chabot “Saeed”. This helps over 120 Contact Center Agents as well as our customers on Mobile App, ChatBot & Website engage with our brand regularly; pushing us closer towards our goal of going digital.
Exactly what we needed!! Completely understood our problem and provided a service that complemented our business perfectly.
Knowmax is an easy to build & maintain omni-channel customer experience platform. Our contact center agents found the decision tree navigation to be seamless making it to comprehend on a single page. Real time analytics helped us understand productivity & quality of our agents. Their customer success team was proactive and helped us during our on-boarding and later for on-going support. This has helped us in reducing AHT and drive Self-Service at NestAway.
Working with Knowmax has been an easy and hassle free experience. We got the solution which catered to all our requirements and the implementation was very quick! Special thanks to the team for being available for query resolution and support whenever needed!!
Knowmax is the Device Knowledge Management Solution that Celcom has adopted. The Unique feature set for Picture guides, effortlessly complement its vast repositories of device information. Our customers have used this self-help tool extensively to solve their queries as Knowmax is integrated with our Celcom Life App, reducing the volume of tickets for our CX teams. Knowmax’s robust functionality and the ease with which we were able to generate user reports have set this platform at an advantage over its competition.
Today’s renowned companies had pulled up their socks to meet up with the customer needs globally. Knowmax as Call Center scripting software ensuring that the customer is getting the right information while interacting with digital solutions. This helps to create the information in its simplest form and publish it across all the touchpoints of the user using an interactive AI Backed with robust analytics.
Call quality at
contact center
Successful chatbot
interactions
Improvement
in FCR
Improvement in call
documentation
Annual cost
savings
ROI achieved &
savings post that
Customer service scripts are pre-written response guides that give agents a framework for customer interactions & provide steps to troubleshoot complex issues.
The main goal of a call center script is to help agents provide accurate information to customers as promptly as possible.
When critical information is right at their fingertips, service agents can focus on building rapport with customers and ensuring they are satisfied with the resolution.
Decision tree software provides a guided framework for complex to complex customer queries & helps reduce AHT.
Make sure that your script has answers to commonly asked questions. All the responses should be structured well so it’s easy to find the information.
Great customer experience is no longer a differentiator but it’s a must-have in an age where consumers are informed, smart, and have limitless options.
Enterprise knowledge management system helping achieve CX goals
