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.
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 Chabot “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.
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.
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