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 has expanded information accessibility, and knowledge sharing via digital and assisted channels through their AI capabilities. Their Al knowledge base became the brain of 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; helping us achieve our digital transformation goals.
Exactly what we needed!! Completely understood our problem and provided a service that complemented our business perfectly.
Knowmax device knowledge management offers unique capabilities like picture guides and vast repositories of device information that have helped us enhance our CX. Knowmax is integrated with our Celcom Life App, pushing self-service and 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.
We have achieved a 12% increase in FCR. We’re now providing seamless customer service to over 2 million users. Knowmax has transformed our CX function and helped us increase our C-SAT scores by 28%. We’re lucky to have found a Knowledge Partner that delivered promising results and supported us throughout our Knowledge Management journey.
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
