Knowmax is a solitary platform of truth stage for creation, curation, and spread of knowledge enabling the agents to focus their activities on technically involving issues. A contact center faces the trouble of furnishing enormous scope with apt client service against meager profits. To attain better benefits, a solid and refreshed stage like Knowmax remains as a single way out for corporate excellence and improved customer engagement.
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Knowmax conducts customary appraisals of operators during training for agents’ comprehension of procedures. Circling articles and recordings identified with call taking care of and delicate aptitudes are useful in eliminating loopholes. Specialists get hands on understanding of using knowledge base on floor.
This smooth specialized procedure for agents and customers has a step by step natural work process. It permits clients and offices to make guided workflows according to business needs. From settling complicated tickets to resolving inter-departmental communications, a decision tree makes each activity easy.
Visual guides help operators take care of complex customer queries. It guarantees best for agents and clients by touring them through quicker and productive solutions using pictures as a superior technique over words. Visual guides support resolutions for multiple devices like smartphones, smart televisions, tablets, etc.
A major chunk of customers uses an online knowledge base if feasible. Monitoring highest hit keywords and most asked questions is facilitated over analytics dashboard making data driven actions a cakewalk. Long reports and quick questions can all be presented clearly to agents for shorter AHT.
Gone are the days when actual presence was considered as effective servicing and supervision. With smartphones, co-browsing, and AI sensing cameras, it has become significantly simpler to share screen by requesting access authorization thus directly approaching client to solution with screen marked directions.
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 customer service specialist works under extreme duress. To familiarize with caller, comprehend the issue, utilize empathetic abilities, and wrap up inquiry at the same time needs backend technical support over a single platform to save the time otherwise engaged in changing sites and methods.
The field specialists summon at customer's place of comfort to resolve their queries which primarily involving complex problems like technical, repair, or replacements. The grievances requiring such close consideration have higher restlessness on part of customers. It is hard, along these lines to keep up FTR.
One of the most required is field of service is branches. A uniform connectivity in operations and smooth communication is required over all branches and franchise. Knowmax gets all the subtleties on common grounds by means of cloud repository making all activities sync.
As soon as your client meets a problem, their first reaction is to call customer care but long queues stop them. Integrating self service portal over mobile application helps with ticket deflections and independent solutions to customers. Answers received are same as agent assistance.
At whatever point a client connects with you for problem resolution; it is made significantly easy via a Google like elastic search. When your own site's answer page shows up on SERP, it turns out to be simple and dependable for the customer to stay there and leave only with the comprehensive solution accomplished.
Chatbots can get easily trained in accordance with organization’s need and brand tonality. They offer NLP support thus avoiding any robotic conversation. Customers using chatbots can switch to human assistance at any time. Consistency of knowledge and pervasive integration gives you an edge.
A stage to flaunt your promotional skills presently steals the onus to carry forward your business strategies by just assisting your customers at every stage needed. It makes them feel owned and valued at the firm thus generating loyalty.
Agents, in a traditional work-chain, raise tickets on tagging framework, move to knowledge base & find answers. Time spared by doing each of it all over a single stage as opposed to jumping sites is the USP to Knowmax. Claim to fame is a uniformly coordinated platform serving all needs.
Searching through long articles and scrolling images for information with an impatient caller waiting restlessly to receive a solution as quick as possible does not paint a pretty picture. This is why Knowmax’s Google-like elastic search helps agents land directly on required information and save time.
Searching through long articles and scrolling images for information with an impatient caller waiting restlessly to receive a solution as quick as possible does not paint a pretty picture. This is why Knowmax’s Google-like elastic search helps agents land directly on required information and save time.
An organization needs productivity on a unified window for all operations. Over Knowmax’s all-in-one-place Saas for knowledge management and dispersion, agents are on-boarded, trained, oriented, tested, and put to work. With tools disseminating ready to use knowledge, self-service portal gives CX a rise.
With information being introduced as straight and basic as can be, every conversation among agents and callers is assessed thus retouching any loose ends if so observed. Knowledge created is simple and easy to understand. It can be repurposed and freely be integrated over self service platforms.
A two-way feedback management system monitors plan of action and knowledge being created and disseminated at organizational level. All users of knowledge base, be it customers, team members, or agents, can comment on content being distributed helping in improving knowledge quality.
All conversations whether with agents or with bots are recorded and scrutinized. The shortcomings are noted and a pattern used by customers to put up their query is studied. It is used to further train bots and AI assistants. Agent errors are thus reduced based on statistics achieve & analyzed.
Agents at times might get confused about resolutions as two queries might have similar but not same solutions. Interlinking interactive modules like decision trees, visual guides, videos, and back links at critical points in a knowledge base helps them to present a wider and better image as an answer.
AI based intent identification can pick up keywords as soon as a ticket is raised. This then searches through knowledge base finding solutions to related queries. A list of all potential documents that could provide answers, pops up at agent’s screen in no time with artificial intelligence technology.
The knowledge base made by Knowmax is upheld by extensive research and is based on product knowledge. Content and product experts study all possible questions that could be put up and extract a proper solution to the same which is accessible over all touch points.
Tutorial mode navigates the content creators through each step while they are creating a piece of content. There is no coding involved thus following What You See Is What You Get (WYSIWYG) approach. Easy and interactive editing tools help in enhancing content’s engagement.
Digital is the new normal and requires experts to oversee & supervise a firm's digital migration and presence over internet. From keeping audience engaged to creating and converting leads, digital heads are required to work closely & vigilantly with product & content experts.
