Re-defines customer engagement
Improves First Contact Resolution rate
Reduces repeat conversations
The visual device guides provide a simulative action-response step for users. Support teams benefit from this as they do not need to familiarize themselves with each product or service and solve customer problems.
Knowmax has a repository of over 18,000 + (and counting) device guide repositories. As more guides are made, more add to the storage. Thereby making content creation simple for first-timers.
With visual device guides, customers can process steps and navigate the device, website, appliance, etc. Having visual assistance promotes quick resolution and less confusion among customers.
Visual how-to device guides created on the Knowmax portal can be shared with customers with just a simple click by support teams. These guides can be made available to customers on all self-service platforms.
Visual guides are scenario agnostic. Knowmax enables support teams to create visual navigation guides for any channel, product, website, app, etc. This method promotes digitization and ticket deflection at contact centers.
Through visual device guide tools, enterprises of any kind across telecom, health care, BFSI, and more can create mistake-proof navigation guides for any scenario. The no-code DIY tool allows easy creation of visual engagement solutions for support teams and customers. Enable exceptional CX through digital channels and self-service.Request a demo
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.
80% of people remember what they see, compared to ten percent what they hear and 20 percent of what they read. For providing a better customer experience, it becomes essential to ensure easy accessibility of the right content and information that delivers better and faster resolutions to customer queries. Visual device guides help keep users engaged via interactive pictures for various problems that the users might face, even for troubleshooting and device configuration.Read more
Reduction of errors by support teams
Call Deflection to Self Service channels
Reduction of time to proficiency
Reduction in support costs
Do users need to remember visual titles for search?
With the Knowmax platform’s intuitive search capabilities, users can search for any visual guide using keywords.
Can visual guides turn into videos?
Yes, all steps of Knowmax visual guides can be saved as a video and sent out to the customers.
Can one customize visual guides?
Knowmax visual guide tool comes with navigation tutorials that help anyone learn to create .these guides in no time.
Are visual guides accessible across departments on Knowmax platform?
Yes. On the Knowmax knowledge management platform, users can access organizational information department-wise.
Can we check detailed usage feedback of visual guides?
Knowmax tracks the usage analytics of every user on each visual guide used, including the time spent.
Can we migrate existing content to create a visual guide?
You can migrate existing content to the Knowmax cloud knowledge base and create visual guides.