Without updated information customer support takes longer to find the right answers and potentially escalate issues. This directly impacts critical metrics like first call resolution (FCR) and average handling time (AHT).
Inefficient update management leads to repeated training, frequent escalations, and rework, driving up expenses. These hidden costs quietly drain your resources over time.
Customer support relying on outdated knowledge risks breaking compliance rules which can result in penalties. Beyond the financial impact, they impact customer relationships.
Keep everyone on the same page, from field agents to customers via self-service channels, by making timely updates the norm.
Allow employees to acknowledge updates to make sure key information is not just sent but seen and acted upon.
Send updates through email, Slack, MS Teams, or any integrated tool using webhooks to reach your team wherever they are.
Use eye-catching tickers and banners to ensure important updates stand out.
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.
We’ve experienced remarkable improvements in our knowledge base content, thanks to the proactivity Knowmax exercised in fulfilling our timely enhancement requests. From the very beginning, our expectations have been exceeded, which has made the entire process seamless and genuinely user-friendly.
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.
Ready APIs to integrate seamlessly with your in-house tools
