A proper dedicated team for finding the germane form of knowledge is essential while dealing with knowledge dissemination for ensuring accuracy and consistency. It thus requires an elaborate line up of content and product specialists for the same.
A lot of content is created each day by both the demand and supply curves as well. The choice, preferences, fashion, data, demography, all stand as addition to the primary product and all content related must be migrated to strong, safe, and encrypted platforms.
Every brand requires fresh content to replace the old ones to revamp their digital space. It is crucial to build content around same theme with a different flavour wrapped perfectly around the keywords supported with proper links.
The content relates to the product, services offered, parts, accessories, catalogue, pricing, statistics, collaborations, and much more. All such content should be properly backed up with timely updates to ensure transparency and preciseness.
With the knowledge management modules offered by Knowmax, content has to be created once and distributed over multiple channels. The content is created in accordance with the merchandise and the organizational reputation. Content re-targeting helps saves work duplicity thus enabling content experts to pay attention to rising trends.
A general product training module on probable problems and their solutions is replaced by creating training material specific to each product regularly being updated as per the refreshments giving a notch to agents and fetching graded CSAT scores.
A knowledge base once created, is integrated to all touch points in a manner that uses search options and keywords to yield the closest results in a consistent manner. A customer finds same responses for same queries in continuation irrespective of the medium.
The inventory to be dealt with is explained with details to the agent on the process. Product experts develop a list of potential problems and categorize them to self-service, agent, and field experts as need be. Apt resources invested guarantee a proper ROI and CX to both the customer and to the organization as well.Custom analytics & reporting: (Customer data report or demography and geography?)
Dedicated content team with 6.5 billion hours of experience thereby creates a distinguishing line in between good content and great content. It provides visibility and reach to your content thus drawing eyes to you and your product. Selling via content is not an evergreen trick, so it’s important to hit the iron hard when it’s hot.
Custom Integrations across all channels and platforms allows the user to choose any channel at any point of time. It becomes more like reading a book in continuation whether paperback or e-book. Seamless flow of information to and fro allows the agents to pick a query exactly where it got dropped at without wasting another second.
Brand support portals with design themes. A support portal always speaks that this organization is here with you and shall assist you till the last. This not only encourages a positive customer relation but also helps the customers take up their share of work preventing any clustering of avoidable tickets or queries in pending piles.
On premise, cloud and hybrid models of deployment allow the organizations to have a full control over content accessibility and distribution. The discretion of the admin and the super admin rule the word of dispersion and internet & intranet connectivity information efficiency.
On-boarding the agents is an activity more than just filling up vacancies for providing apt supplies against the demands. With personalization, training and consulting; the agents chosen are trained to be the virtual and vocal representatives of the organization skilled and familiar with each aspect of product’s design and functions.
In a highly dynamic environment as that of AR, the contingent forces are strong and require a specialized hand in the same. When a robust knowledge base is a given, the struggle for better performance no more remains a pressure
With self service enablement, it becomes feasible for customers to decide the mode of help. Consumers feel privileged when given an option to choose from; and what better than freedom from long and hammering call center ring tones.
Role of operations supervisor is of inevitable importance as well. The query pertaining to a financial problem involves a lot of brainstorming resulting in an impatient caller. This caller if lost here, will be a customer lost from sale counter too.
Onboarding of field experts, in reality is one of the most crucial parts of recruitment. Experts with good mechanical and vocal skills are trained in accordance with organization’s products and knowledge aiming to achieve higher levels of C-SAT & FCR.
Majorly responsible for digital transformation of a company backed by robust strategy and planning; an engaging and interactive website or app can reap conversions if it’s friendly and compatible enough for the search engine to crawl through.
Consumers can reach out to you through app, website, bot, WhatsApp, social media, text, and call 24×7. Any loophole evident results in degradation of CX and NPS. It is thus essential to prevent any decrease in agent efficiency, learning, and quality.
20% improvement in call resolution delivery of a leading Fintech startup
20%
Improvement in Call Resolution
100%
Tagging Compliance Achieved
35 Seconds
AHT Reduced
15% reduction in AHT for a leading online Food Delivery app through Knowmax
15%
AHT Reduced
10%
C-Sat Increased
89% to 92%
CQ Score Enhanced in 3 Months
21% improvement in FCR with Knowmax for leading Telco
90%
Call Quality Achieved
21%
Improvement in FCR Accuracy
30.5 Million
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