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’s interactive interface & advanced knowledge sharing capabilities have improved collaboration, and empowered our agents with ready access to actionable knowledge, resulting in faster turnaround times and improved customer satisfaction.
By integrating Knowmax with our support channels, we’ve successfully handled over 3.7mn transactions via chatbots, along with improving knowledge access for over 120 agents.
I mapped an agent’s journey from new hire to the production floor, and showed how Knowmax reduces their learning curve. Our clients loved it.
Our T&Q and KM team uses Knowmax to enhance agent learning, reduce errors & shorten AHT. Picture guides make it easy for our support teams and customers to solve even complex issues quickly and efficiently.
Be it voice, chat, or email, we’ve seen a consistent improvement in overall service delivery. We’ve observed a drop in our AHT, and it has resulted in outstanding CSAT. For our long-term CX goals, Knowmax is one of our most preferred partners.
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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