Knowledge management For Banking & Finance

Steer innovation and service quality through knowledge management in financial services & banking.

  • Amalgamated information delivery
  • Authoritative data security
  • Real-time updates of regulatory data
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Bank knowledge management

Knowledge management in the banking sector is essential for all banking needs from retrieving customer information to sharing data across the organisation.  An all-round bank knowledge management software ensures only authorized access to confidential information and keeps all your information protected in assisted and digital channels.

Banking & finance knowledge management process

CX that ensures trust

Trust is the most important asset in banking and financial services. Every financial organization needs to be secure internally and externally. By ensuring this you will provide your customers a sense of security to be able to interact carefree. This establishment of trust happens through the deployment of a robust financial knowledge management system. Having done this will not only ensure trust by protecting customers’ information but also increase speed and accuracy in accessing information which would eventually add positive growth for CX and CSAT.

Major CX challenges faced by knowledge management in finance

Calls-in-quee

Long queues at contact center

With your agent having too many calls scheduled,it might take long to get to each one, resulting in frustrated customers.

Higher hold time

Higher Handle & Hold Time

An agent at times has to search from a vast and complicated knowledge base to access relevant information. This increases the handle and hold time of a ticket.

Security breach by agents

Security Breach by Agents

Account information is highly confidential. A poor knowledge management system breaches security, accessibility & sharing of knowledge to unauthorized personnel.

Self service

Ineffective Self-Service

When the platforms for self service are not properly supported with a vigorous knowledge base, it results in an unsatisfied customer.

Incorrect information delivery

Incorrect Information Delivery

Delay in information updation means incorrect information delivery and in such a volatile market, it is a huge business risk.

Knowledge management in financial services & banking sectors

Single source of information

Maintain consistency of information delivery across channel

support at customer touch points

Support the demand for omni-channel customer service

Update regulatory

Create a single source of complete organizational data

Drive digital solutions

Drive digital CX for customers as well as agents

Our modules

DT

Decision Trees

Decision tree software resolves complex queries and simplifies customer interactions through a flowchart of questions amid multi-choice type answers. This process streamlines the situations possible and the answer originating in each circumstance for support teams and customers and it also features a step-by-step intuitive workflow.

KB

Knowledge Base

A ready repository of organization’s knowledge are often created, filtered, updated, and accessed by the creators. The duties and responsibilities can be easily assigned by the admin of knowledge domain. Since the knowledge uploaded is delivered on through all touch-points, it's checked and approved by the admin followed by the super admin respectively.

PG

Visual-how-to Guides

Visual aids represent quicker grasp over the subject matter making it easier for the agents to understand the solution and explain the same to the callers. Visual aids are accompanied with easy to understand image and text for satisfactory resolutions.

Chatbot

AI Chatbots

Artificial intelligence helps you to build virtual assistants for customer engagement. AI Chatbots are efficient and reliable to complement digital customer journeys and assist in human-like transactions between customers and your services. Chatbots, through NLP, allow customers to get the right information at the right time.

Benefits For

Agent

Agents

Creation and curation of information is easy and made available at the right time to the agent. With solutions unique to the sector with addition to general tools provided, answering customer queries is a confusion free process. 

  • Easy findability
  • Reduction in error rate
  • Reduce task multiplication
Customer

Customers

Self service platforms make it easier for the customers to register their issues, find the solutions, and have digital assistance help them execute the same on their own. It saves time for customers, prevents waiting time and deflects tickets from the agent desk.

  • Access information anytime
  • Avoid long hold & call queues
  • Digital Adoption of services
Operations Supervisor

Operations Supervisor

Operations supervisor must overlook not only agent calls but also the transactions as handled by bots and AR, VR solutions. Through knowledge management each loophole can be detected, mistake corrected, and steps for future prevention can be drafted at hand.

  • Lower AHT & Hold Times
  • Achieve SLAs
  • More productive agents
Training & quality

Training & Quality

Training refers to teaching the fresher batch from scratch about a job and its requirements. Onboarding of agents is crucial and agents with good communication skills are trained in accordance with the organization’s workflow. A good knowledge management software aims to achieve an even higher level of C-SAT & CX.

  • Faster training & on-boarding
  • Simplified feedback mechanism
  • Training & assessments for process knowledge
Digital Team

Digital Teams

Digital channels are responsible for transformation of a company. Such strategies should always be backed by solid planning; an engaging and interactive website or app can reap conversions if it’s friendly and compatible enough for the search engine to crawl through. It provides an organization with 360 degree customer service, 24/7.

  • Drive digital transformation
  • Promote self service apps & website
  • Monetize through digital channels
Customer experience heads

CX Heads

CX heads are the base for the relationship that the customers have with the organization. Consumers can reach out to you through app, website, bot, WhatsApp, social media, text, and call 24×7. The agents must be kept prepared for it at all times. Any loophole evident results in lower CX and NPS. CX heads can prevent any decrease in agent efficiency, learning, and quality through knowledge management.

  • Achieve CSAT & NPS scores
  • Reduce OPEX at contact centers
  • Increase overall brand loyalty

Our expertise in industry driven framework

Case Studies

Case studies

Knowledge Hub

Knowledge Hub

Blog

Blog

On-Demand Webinar

On-Demand Webinar

Trusted by

Case studies

Integrations with tools that you choose

Explore integrations that make your day-to-day workflow more efficient and familiar.

3rd Party
Applications
CRM

Custom CRM

Bot

Chatbots

OMS

OMS Platform

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