| Features |
Benefits |
- A single content repository to store all of the organisation’s key information.
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- One centralised version of the truth which can store document templates, standard responses, dynamic content, documents, help text, promotions, product fact sheets, agent scripts and so on.
- Improve first time resolution rates and enhance the customer experience through consistent, accurate and complete answers.
- Reduce training costs and improve business repeatability, knowledge sharing and operational efficiency.
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- Out of the box pre configured knowledge base to support key vertical markets like subscriptions, membership, retail, and utilities businesses.
- Plus pre configured templates for customer service, complaints’, help desk and many others.
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- Rapid deployment (days or weeks, not months) with guaranteed results and minimal costs based on proven industry specific configurations.
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- Configured and maintained by non-technical staff.
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- Maximum business agility with minimal management costs.
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- Supports all elements of a modern business.
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- The Knowledgebase serves and supports the self service website, Intranet, B2C portal, B2B portal, website FAQ, SMS responses, the agent, customer and field agent needs from a single centralised repository.
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- Fully automated and dynamic suggestions of the knowledge base material at all stages of developing and answering a response.
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- The customer service agent does not need to spend any time finding the relevant information to answer a query as the information is dynamically served to the agent desktop; instead, the agent can focus on the customer to make sure the query is resolved first time.
- The customer is served with relevant information during their web self service journey too ensuring the answer is consistent with all the other channels involving direct agent intervention.
- Engineers, van drivers, stores staff and remote operators are served with the very same information to ensure a totally consistent service.
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- Multi language content store which dynamically serves the right language knowledge to the customer, agent or field worker.
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- Manage multi language businesses across multiple channels automatically from one knowledge base.
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- Conditional content served based on a powerful rules engine supported through a commanding workflow.
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- Complex content can be automatically served to the agent, website, B2C portal or indeed any location from the knowledgebase to provide a personalised and highly customised service.
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- Allows any item from the knowledge base to be quickly recovered to be used at any point in the response process and to be maintain by the administration team.
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- Flexible views across the knowledge base with multiple taxonomies and content hierarchies.
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- Allows the content to be easily managed by “content owners” and supports the delivery of information to multiple readers types: public, private and personalised views
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- Supports the definition of dynamic content by reference to external sources and integrated links between content nodes.
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- Simplifies maintenance and ensures the most up to date information is served to ensure “one version of the truth” minimising maintenance.
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- Fully open standard JSR 170 compliant contest management system with powerful tagging and indexing capabilities, version content, configurable workflows and a standard API.
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- Utilising an open, industry standard content management system allows IT departments to integrate our solutions easily with other pre existing investments.
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Simon Khan’s social CRM lesson for business
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