Today, most customers expect organizations to have a self-service option as part of their customer experience. The key to a positive and highly effective self-service experience is a sound knowledge management system (KMS).
If optimized a knowledge management system can render self-service channels highly effective, expedite time to issue resolution and create a highly rewarding customer experience.
Top Benefits of Enghouse Interactive’s Knowledge Management Practice
Projected annual savings of $1-3 million, using enhanced self-service in a knowledge management system.
Using data analytics, diagnose and address usability, to enhance self-service process flows and improve the customer experience.
Proper content creation and curation prevents the loss of valuable knowledge.
Sharing information and lessons learned with agents and supervisors enables them to resolve more issues in the first call.
Deflecting calls from real-time interactions to relevant sources of information reduces transactional support costs from dollars to pennies.
Enabling customers to self-help via easy access to relevant information, enables agents to focus on higher level issue resolution.
On average, a Knowledge Management System pays for itself in 6-8 months.
Expert Content Management technicians create, optimize and curate content to help drive more self-service adoption and usage.
We audit, assess and design the KMS solution that’s right for you.
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