Bulky information stored in different formats can pose as a roadblock, making processes slower and customer experiences flawed. There would be numerous other obstacles that businesses would have to overcome, but don’t let managing information be one.
Information stored in silos can be vulnerable in departments that are not well connected.
Unorganized data creates complexities during customer interactions that leads to slower resolution delivery.
Bulky content available to customers is usually not actionable, leading to unsatisfactory experiences.
Varied information communicated differently across touch points creates gaps in resolution delivery.
Inefficient management of training resources becomes a problem while training new joinees and CX agents.
Boost agent productivity in call handling with easy-to-navigate tools. Resolve queries quickly by giving agents confidence to locate information on a unified space. Speed up the employee on-boarding process with self learning activities and provide information updates proactively. Scale your knowledge base for delightfully treating customers on every experience.
Tech driven knowledge management with multilingual capability helps streamline process efficiency. Eliminate content chaos and ensure support agents are delivering the most useful information. Set desired guidelines by scheduling posts and rating content. In-app support helps achieving satisfactory results in reaching customers on time & accurately.
Track & create reports of data performance summaries, agent productivity. Derive quantitative insights on user activity, observe mostly searched web pages, articles to avoid providing repetitive responses to customers. Create data driven decisions and roles to users, manage designations and activities.
Ensure teams are aligned on a centralized platform and are up-to-date with information. Knowledge oriented tools help agents being intuitive & consistent in processes and leads to improved first call resolution (FCR), reduced Average Handling Time (AHT) and enhanced Customer Satisfaction (C-SAT).
Enable tools that provide customers the real-time view of resolutions. Leverage self-care to lessen query load on agents’ end and give customers the opportunity to navigate themselves toward finding their solution. Configure details in the form of visual guidance on digital channels.
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.
KocharTech through their Knowmax "Knowledge Management Platform has expanded our capabilities in terms of communication, accessibility and sharing of information about products and services with our end customers through digital and assisted channels both - using Picture Guides for pictorial support for various use cases and Al based knowledge base, becoming brain to our Chabot "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 to our goal ongoing digital.
Exactly what we needed!! Completely understood our problem and provided a service that
complemented our business perfectly.
Knowmax is an easy to build & maintain omni-channel customer experience platform. Our contact center agents found the decision tree navigation to be seamless making it to comprehend on a single page. Real time analytics helped us understand productivity & quality of our agents. Their customer success team was proactive and helped us during our on-boarding and later for on-going support. This has helped us in reducing AHT and drive Self-Service at NestAway.
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With KnowMax, you can empower customer experience by delivering quick, appropriate, and effectively engaged responses while giving assistance.