Knowmax’s customer experience management (CXM) aims to change the traditional approach of customer engagement to a seamless and effective digital transformation. We enable users to interact with digital tools over multiple touch-points wherein we also evaluate customers’ loyalty to the brand through CEM.
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Omnichannel support provides a strong knowledge base, for instance over websites, in-app support, chatbots, and contact centers. Circulate integrated information with the help of a unified platform thus promoting self-service ensuring hassle-free interaction. Knowmax’s customer experience management enables customers to get resolution on their own reducing workload at contact centers and achieving higher CSAT.
Knowmax deployments are made to gain confidence of users through digital solutions. Customers can access information using multiple tools, for instance, AI-powered chatbots, decision trees, and step by step picture guides. These are typically deployed to streamline all scattered information and revitalize customer experience.
Knowmax helps to build up the right score by providing valuable solutions in real-time. It ensures 24/7 accessibility to get updated information. The ‘multilingual’ feature adds-on to serve globally. Highly personalized tools with an optimum circulation of unified information toggle with complexities and eliminate any communication gap.
We help explore the number of tickets raised, effective resolutions, and frequency of questions asked by customers. Knowmax’s intelligent analytical tools keep a track of impact of every resolution given and how helpful they were for the users. Business metrics driven by Knowmax have increased 30% efficiency in C-SAT & NPS for our client organizations.
Knowmax is trusted by most renowned brands that are using these solutions to deliver the best of their services. Moreover, they got an advanced way to interact and tackle customer queries. We keep the information updated with exceptional techniques which results in higher customer satisfaction (CSAT).
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 Chatbot “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.
To overcome customer experience challenges, the enterprises must know their customer needs in this new normal. Seamless customer experience can result in high C-SAT, great customer lifetime value, and less customer churn. In this new era, customers not only want to get their query resolved with less human contact or by remote agents but also high self-service channels provided at digital customer touchpoints. So, customer experience management is the solution as well as the top challenge for CX professionals.
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While CRM helps your sales team maintain a good customer relationship, a CXM platform is an extension that helps you map the customer’s entire journey across all platforms. A CXM platform helps sales, marketing and customer support of your organisation.
Yes, CXM software not only integrates web content management but also in-app support, which makes contextual knowledge sharing easy.
76Yes, CXM helps overcome data silos by making the right information available at the right time on one unified knowledge management system.
Using CXM and making information available enables knowledge sharing benefits as it improves your customer’s journey right from collection, tracking and analyzing information to helping you customize the entire journey.
Knowmax’s CXM platform is equipped with intelligent tracking that analyzes the impact and how helpful the information was to the customer, using real-time feedback mechanisms.
Self-service is directly proportional to increased CSAT. Knowmax’s CXM adds the element of co-creation to customer experience, which increases the involvement of customers and reduces load on agents by solving queries through self-service.
Enterprise knowledge management system helping achieve CX goals
