Knowledge Base Software

Our knowledge base software provides your agents and customers with access to the answers they require to resolve support issues quickly. Our guided navigational search function utilizes an intuitive tree structure, eliminating the uncertainty and information overload inherent to natural language search.

The intuitive tree structure makes it easy for agents to find the information they need without having to sift through mountains of data. It also minimizes ramp-up time for new agents, reducing the amount of training required to hours, not days.

The knowledge base also drives the self-service portal, providing 24-7 access for your customers and allowing them to browse and resolve inquiries themselves. This lowers your support costs by deflecting costly calls away from the telephone channel.

Benefits:

• Agents and customers get immediate access to the best solutions for their issues;
• Improve first-call resolution rates for telephone, email and self-service;
• Reduce ramp-up time for new agents by making knowledge easily accessible.

Features:

• Guided navigational search makes finding the right solution easy and fast;
• Wrap service level agreements and workflow management rules around knowledge base entries, ensuring they are resolved within agreed upon time limits;
• Use the knowledge base to classify issues, leading to faster and easier root-cause analysis.