Knowledge management tools act as a medium for managing all your organization’s data that ensures easy findability of content. KM tools like decision trees, visual guides, and chatbots are delivered as per business needs.
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Knowledge management (KM) tools offer updated information to contact center agents aiding improved First Call Resolution (FCR) in handling complex customer interactions. Also, efficient training resources help in reducing agent training periods and effort it takes to find right resources. Hence, it provides support towards building better customer relationships with contextual information that saves time.
Integrating Knowmax to your business website allows users to find accurate information on their own. The flow of same information through all channels such as websites, applications, and bots is maintained as consistent. Also, it maintains uniformity of data, thereby saving cost & time. Knowledge management tools deliver 24/7 accessibility to updated information that wins customer loyalty and reliability.
Knowmax offers to create, curate, distribute & manage information (in the form of) with features like decision trees, picture guides, FAQ’s and articles. This empowers users to format information in the way they want where files can be stored and maintained in forms of PDF, word documents, PPTs, etc.
Knowmax enables an organization to keep track of frequently asked questions to maintain quality of service. It allows them to modify data as per business requirements to provide a customized resolution. The analytics thus offer relevancy and accuracy of uploaded content on a real-time basis.
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 Chatbot “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 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.
We have achieved a 12% increase in FCR. We’re now providing seamless customer service to over 2 million users. Knowmax has transformed our CX function and helped us increase our C-SAT scores by 28%. We’re lucky to have found a Knowledge Partner that delivered promising results and supported us throughout our Knowledge Management journey.
Most common problem that brands face is overwhelming information which develops a critical situation to filter out what content is important. An effective knowledge management tools can increase sales of a company by 40%. Knowmax’s KM tools like decision trees, picture guides, and AI chatbots enable agents to walk through users to a better customer experience.
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Enterprise knowledge management system helping achieve CX goals
