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Online decision tree: create guided workflows for better customer service

Online decision tree refers to creating a step by step guided workflow of reaching a statement or decision in a question-answer patterned manner. Every organization has its own knowledge creation and storage platform known as its cloud repository. A decision tree is a sideline help that presents knowledge in a concrete and concise form.

Quicker solution delivery
Better knowledge findability
Reduced AHT & increased CX
Presentation in a nutshell

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Online decision tree: create guided workflows for better customer service

Create decision tree online

Start with a problem statement and think of answers to the same. Enter various answer options in response boxes. Proceed with upcoming questions with respect to each response option until you reach the state of final solution.

Create decision tree online

Online decision trees for contact center

Contact center agents receive a query as a ticket and find solutions for the same. Using Knowmax decision tree, they can type the query in search bar, searching within the documents, landing on knowledge just needed. Information to be conveyed is integrated in form of stepped workflows thus helping agents to close tickets quickly.

Online decision trees for contact center

Online decision trees for self service portals

Integrating decision trees created with self service portal helps users to access solutions on their own. Type in their problem, narrow down the solutions as per circumstances and find solutions. While thus reinstates customer trust and confidence in an all round service support, it also frees them from chains of time waiting for working hours to commence.

Online decision trees for self service portals

Multilingual decision tree for personalized experience

Knowledge knows no bounds which is why we help you create online decision trees in any language being it native to agents or the users. This ensures better understanding on part of agent thus excellent service levels.

Multilingual decision tree for personalized experience

Improve FCR

Carving out all unnecessary elements from the knowledge base is not enough. It might seem important at some point that a visual representation or an in depth article must be attached for better understanding thus improving FCR

Improve FCR

Pervasive integration

Users while on self service platform might not be aware of a decision tree been created to back up solution delivery. It is thus important to integrate the knowledge base over all touch points making them easily accessible.

Pervasive integration

Link the nodes

When you realize that that resulting solution to one of your ongoing steps directs you back to another step node, just link the two of them indicating it as an essential step user might be required to take.

Link the nodes

91% of customers who are unhappy with a brand will just leave without complaining.

What Our Customers Say

Knowmax has expanded information accessibility, and knowledge sharing via digital and assisted channels through their AI capabilities. Their Al knowledge base became the brain of 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; helping us achieve our digital transformation goals.

Turki Al-Farsi

Senior Manager-Process & Project Management

Exactly what we needed!! Completely understood our problem and provided a service that complemented our business perfectly.

Graham Duffy

Senior Operations Manager

Knowmax device knowledge management offers unique capabilities like picture guides and vast repositories of device information that have helped us enhance our CX. Knowmax is integrated with our Celcom Life App, pushing self-service and 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.

Noorazimi Jamari

Journey & GTM, Customer Experience

onecard testimonial

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.

Hari Velayudan

Chief Operating Officer

How will your organization benefit from online decision trees?

How will your organization benefit from online decision trees?

Using an online decision tree not only helps you customize all your knowledge and present it in any format you deem fit; it also helps to view analytics based on its usage and efficiency. The comment and rating from agents reflect its practicality of application. Any update made can be sent out to the concerned people with a simple notification feature.

Numbers that make us proud & our clients profitable

90%

Call quality at
contact center

73%

Successful chatbot
interactions

21%

Improvement
in FCR

12%

Improvement in call
documentation

$500K

Annual cost
savings

6 Months

ROI achieved &
savings post that

FAQs

Online decision tree refers to creating a step by step guided workflow of reaching a statement or decision in a question-answer patterned manner. Every organization has its own knowledge creation and storage platform known as its cloud repository. A decision tree is a sideline help that presents knowledge in a concrete and concise form.

Quicker solution delivery
Better knowledge findability
Reduced AHT & increased CX
Presentation in a nutshell

Create online decision tree with Knowmax for better customer service

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