Knowledge Base
Integrated knowledge base
Make sure your team always have the right details to hand, with a smart, dynamic knowledge base that brings information together from across your business, and integrates seamlessly into their desktop. So you can cut customer waiting times, and make life easier for your advisors too.
What is an integrated knowledge base, and how does it work?
Imagine bringing real-time information from your business into a central, smart repository, that agents can access anywhere, from their desktop or CX management interface. If your business is complex or fast-moving, this kind of technology can transform your customer experience on a number of levels.
How it works
- APIs bring knowledge together into a single source of truth.
- Single repository integrates into your advisors’ desktop, wherever they are.
- Standard layout or design an interface in your brand style.
- Segment and manage knowledge for different teams if you need to.
- Lives with you or subscribe via the cloud.
- Responds with up to 97% accuracy.
- Understands and respond to customer emotion and feedback.
- See trending FAQs and get real-time feedback.
Benefits
- Customers and employees enjoy a better, more intuitive experience.
- Reduce calls by 60% and emails by 55%.
- Reduced staff training from 6 weeks to 1 week.
- Identify and fix knowledge gaps in your existing resources.
This kind of knowledge base is particularly useful in industries with different information sources, high volumes and multiple touchpoints, like travel, utilities or public services.
