Just start with a basic statement, something that you are in search of a conclusion for. Read your customer feedback and reconcile it with your statement selection. Create your own decision tree without any coding or technical glitch with the support of our tutorial mode.
Choose channel for dissemination of knowledge using decision tree generator. Generate a link to the decision tree knowledge and make it easily accessible. You can create an interactive and intuitive knowledge source by inserting hyperlinks, and URL or images at any stage of the tree.
At some point, the content creator might feel that further steps are just a duplication of the steps earlier attached to another nose. Save your time by simply interlinking the nodes thus directing the user to an already stated plan of action without working repetitively.
Creating a decision tree through decision tree generator does not merely involve typing by content team. In case of digital adoption it must be supported by digital team for content tagging and product experts must be present all along to keep solutions created correct and accurate.
It is not possible for agent to keep working on same type of customer complaints throughout. This is why decision trees can be elastic searched; they must be categorized into various folders for easy accessibility and quick view.
Some chunks of knowledge base might be entirely for internal use by organization while some might be for both internal and external use as well. Knowmax gives admin the right to proofread and approve content simultaneously allowing them to choose who can create, access, and upload content controlling distribution.
With decision tree generator being capable of pervasive integration, i.e., any touch point, any platform; it helps in diverting petty queries to self service platforms thereby reducing tickets piling up on agent’s desk. Lesser tickets mean filtered queries thus full utilization of time as a resource.
Knowmax eliminates search problem by providing a Google like elastic search option that can catch the keywords typed and read within any format of document. Landing on required decision tree helps agents to quickly scan through all possible actions and choose the next best route navigating towards solutions.
Knowmax’s interactive interface & advanced knowledge sharing capabilities have improved collaboration, and empowered our agents with ready access to actionable knowledge, resulting in faster turnaround times and improved customer satisfaction.
By integrating Knowmax with our support channels, we’ve successfully handled over 3.7mn transactions via chatbots, along with improving knowledge access for over 120 agents.
We’re now delivering seamless customer service to over 2mn users. Knowmax helped us use our knowledge effectively, and we witnessed 28% higher CSAT and 12% increase in FCR.
Our T&Q and KM team uses Knowmax to enhance agent learning, reduce errors & shorten AHT. Picture guides make it easy for our support teams and customers to solve even complex issues quickly and efficiently.
I mapped an agent’s journey from new hire to the production floor, and showed how Knowmax reduces their learning curve. Our clients loved it.
No knowledge is free knowledge. Decision tree generator is not just capable of integration with external knowledge dissemination platforms but can be integrated internally with organization’s CRM platforms and backend systems. It helps in reading where a user most engaged and what threw them off. Which query receives maximum views and what set of keywords gather maximum hits can also be easily figured. This analytics and feedback mechanism help in development and improvement of content quality bringing them closest possible to the users whether internal or external to organizational environment.
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Enterprise knowledge management system helping achieve CX goals
