Knowledge management is prime focus and base of activities in all industries. Knowledge management can be broadly classified into creating, editing, curating, and distributing knowledge. Support used at each step is thus called KM tools.
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Use a single platform for collecting data, analyzing them, and streamlining them into content that can be directed for use. It is used both internally and externally as well by agents, customers, team members, and experts. Content is accessible online and offline as well.
Knowledge base in form of long articles is difficult to use by agents and over self service platforms. Decision trees are step by step guided workflows that solve this problem by simplifying knowledge dissemination through flowcharts through problem statements and possible answers to follow.
Retention capacity increases with use of images in place of texts. Using visual how-to guides helps agents and self service users guiding them through pictures. Images of ‘what to do next’ are put up with description step wise making it easy to navigate through solution given and follow it.
Chatbots when enabled with an AI based knowledge management platform with natural language processes help in deflecting more tickets at contact center. This increases customer stickiness and reduces costs in long run. Integrating chatbots with knowledge & backend systems helps in faster resolution.
Using tools like decision trees and visual how to guides, agents are trained in accordance with operations to be performed. They are made aware of format of knowledge base, attachments, platforms, and touch-points to be used at operation floor. LMS and QMS ease training and on-boarding procedure.
Contact center runs on metrics like CX, CSAT, agent error, SL, service management, FCR, AHT, CPC, etc. Using Knowmax’s knowledge management tools, all activities from creation to distribution can be done at one place thus improving contact center metrics.
Any information, lead, or data, once converted to proper knowledge becomes a part of organization’s knowledge base. This knowledge must be circulated to right audience at right point of time. The creators of knowledge are usually users and product & content experts.
Knowmax allows any authorized person to create, edit, and publish content. It can be done over contact center, self service, website, app, etc. All touch points are covered with complete, correct, and consistent information. Cloud repository allows online and offline access.
Knowledge management tools help all departments and teams to be aware of any policy changes that could affect their strategies and steps. Correct and updated information plays a vital role as improved collaboration increases efficiency and productivity of all employees simultaneously.
Self service portals must always be user friendly. Omni channel approach provides 360° coverage to its users. Self service portals are integrated with complete knowledge base as per customers’ needs predetermined. This portal can be accessed from any platform using omni channel approach.
Use of KM tools for organization’s knowledge benefits the firm by making decisions quick and accurate. With improved innovation, employee satisfaction grows thus making them more skillful. They can wrap tickets quickly working collaboratively with AI technology to deflect tickets.
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.
KM tools are used in sorting knowledge that an organization has. Data is generated each minute thus regularly expanding in quantity. With internet, once a thing is created it becomes immortal at someplace but for a user or an agent to start digging each tiny detail in times of need is hazardous. KM tools thus create new content while organizing and safeguarding the existing lot. All industries need information whether primarily carved or tertiary acquirement. Knowmax thus helps you to know what to show, whom to reach out, when to connect, and through what channels. It all cumulatively assures that you have no opportunity missed.
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Knowledge management is prime focus and base of activities in all industries. Knowledge management can be broadly classified into creating, editing, curating, and distributing knowledge. Support used at each step is thus called KM tools.
Enterprise knowledge management system helping achieve CX goals
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