Government department and public sectors need to communicate to public about various details related to schemes, policies & implementations. While operating at a regional or a national level the number of team members involved is vast too. Thus, a good knowledge management platform helps in uniform delivery of information. Information accuracy is key here and it’s important that SOPs & compliances are adhered to at all times. Maintain a single source of truth with hierarchy based access of information to different users across department and drive customer education via website portals, mobile app & more.
Apart from maintaining a knowledge base and channelizing it with knowledge management software, it is essential to upload the user-centric information across all touch-points to aid the on lookers with solutions to petty queries. The knowledge, when is disseminated through the use of knowledge management software, helps in not only an omni-channel coverage but also with the consistency of knowledge. Consistent knowledge, bot and agent aid, and visual and augmented reality support helps the consumers to find the solution to their problems seamlessly thus fetching running you high on a great NPS and CX score.
More is the delay caused; easily is the consumer deflected thus stealing UV to your website. This results in a reduced CX & CSAT for your organisation.
The knowledge circulated should be consistent and available over app and website as articles and FAQs for customers at one platform.
A consumer can reach out to the organization for enquiry over social media, text, WhatsApp, call or app thus requiring a 360° approach.
Consumers contact agents as specialists in resolving the query thus they must be well versed with probable problems and their solution.
Self-service thus, can help the customers to look for solutions to their problems on their own. Example: how to invest in government bonds?
Update regulatory data and distribute immediately
Concrete platform for complete data repository
Omnichannel coverage for agents and customer support
Drive digital CX for customers as well as agents
Interactive decision tree software resolves complex queries and simplifies customer interactions through a series of questions accompanied by multi-choice type answers. This streamlined technical process for support teams and customers has a step-by-step intuitive workflow.
A ready repository of the organization’s knowledge can be created, filtered, updated, and accessed by the creator. The assignment of duties and responsibilities can easily be defined by the admin of the knowledge base. Since the knowledge uploaded is delivered on all touch-points, it is checked and approved by admin and super admin respectively.
It is the visual assistance that agents need while handling complex customer interactions. Picture guides ensures best for agents and users by allowing faster and efficient resolutions using images as a better tool as compared to words.
With Artificial Intelligence on your side, build virtual assistants for customer engagement. AI Chatbots are more efficient and reliable to enrich digital experiences and power human-like exchanges between customers and your services. Chatbots, intelligent enough to pose as humans, allow customers to get right aid at right time.
In a highly dynamic environment as that of government, the contingent forces are strong and require a specialized hand in the same. When a robust knowledge base is a given, the struggle for better performance no more remains a pressure.
With self service enablement, it becomes feasible for customers to decide the mode of help. Consumers feel privileged when given an option to choose from; and what better than freedom from long and hammering call center ring tones.
The role of and operations supervisor is of inevitable importance as well. The query pertaining to a financial problem involves a lot of brainstorming resulting in an impatient caller. This caller if lost here, will be a customer lost from sale counter too.
The onboarding of agents, in reality turns out to be one of the most crucial parts of recruitment. The agents with good communication skills are shortlisted and trained in accordance with organization’s workflow and knowledge aiming to achieve an even higher level of C-SAT & CX.
Majorly responsible for digital transformation of a company backed by robust strategy and planning; the efforts put into making of a website or an app engaging and interactive can reap conversions if it’s friendly and compatible enough for the search engine to crawl, read, and identify. As goes the popular say, “If it’s not on the first page, it just isn’t it.”
The consumers can reach out to you for both general and generic enquiry, help, and support through app, website, bot, WhatsApp, social media, text, and call 24×7. Any loophole evident gives a fair chance to consumers for degradation of CX and NPS. It is thus essential to prevent any decrease in agent efficiency, learning, and quality.
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Enterprise knowledge management system helping achieve CX goals
