Earn CX, earn trust

Transform your contact center into resolution center today

With a robust knowledge management platform

KMS deployment drives 20% hike in C-SAT

Get a Trial

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.

Knowledge Management Process for Government Services

The journey to your CX goals starts here

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.

CX challenges of government sector

Smooth And Speedy Support

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.

Agent Support Solutions

The knowledge circulated should be consistent and available over app and website as articles and FAQs for customers at one platform.

Inefficient Omnichannel Support

A consumer can reach out to the organization for enquiry over social media, text, WhatsApp, call or app thus requiring a 360° approach.

Manage Agent Knowledge

Consumers contact agents as specialists in resolving the query thus they must be well versed with probable problems and their solution.

Self Service Enablement

Self-service thus, can help the customers to look for solutions to their problems on their own. Example: how to invest in government bonds?

Our knowledge management portfolio for government services

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

Our modules

Decision Trees

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.

Knowledge Base

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.

Picture Guides

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.

Chatbots

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.

Benefits for

Agents

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.

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

Customers

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.

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

Operations Supervisor

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.

 

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

Training and Quality

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.

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

Digital Team

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.”

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

CX Heads

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.

  • 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.

Salesforce
Ameyo
More

Next in queue

3rd Party
Applications
CRM

Custom CRM

Bot

Chatbots

OMS

OMS Platform

We are using cookies to enhance user experience. Click Accept to give us your permission.
Accept Decline