Simplifying complex workflows & lengthy flowcharts for agents & customers. Apart from delivering knowledge, it works to eliminate all irrelevant ifs and buts from the information trailing down to communicating point-blank yet intuitive.
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Apart from a tutorial mode, the working of our decision tree tool is simple enough for the creator as soon as they start. All you have to do is to think of a problem statement to start with and type in all possible outcomes as options. Following each option is a trail of possibilities connected by nodes to lead to/ interconnect with other options.
Customers require a solution to their problems even before any issue arrives. To a customer, the knowledge delivered must always be quick, prompt, and accurate. Decision tree tool simplifies the information communication thus simplifying reaching resolutions for the customers.
Decision tree tool can be used by the agents to use the ones that have been created and updated in the knowledge base. It simplifies the flow of knowledge thus speeding up the ticket closure. It reduces overall AHT and improves FCR and CX.
The agents sitting over the contact system desks have to go through numerous problems, all of varied nature thus making the mental jump difficult. With self service, all repetitive and petty queries can be self answered by the user using decision tree tool thus saving time to self and agents as well.
Decision tree tool acts like a visual summary pointer of a complete topic. While handed as a method to solve problems, it facilitates agents to envision and understand the problems completely thus being able to render quick and correct solutions. Operational at self service fronts as well, it helps to remove additional work baggage thus inducing clarity in service levels creating grounds for better CX and CSAT scores.
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.
Exactly what we needed!! Completely understood our problem and provided a service that complemented our business perfectly.
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.
The data required for training and orientation of agents needs to be disseminated in a way that makes such heavy learning easy and engaging. Using decision tree tool helps to communicate it faster and better. Inter departmental information can be easily circulated avoiding any potential mix up. Interlinking modules and attachments further increases competence of the purpose served by a decision tree.
Call quality at
contact center
Successful chatbot
interactions
Improvement
in FCR
Improvement in call
documentation
Annual cost
savings
ROI achieved &
savings post that
Enterprise knowledge management system helping achieve CX goals
