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Knowledge Management (KM)

AgentAssist KM for contact centers and web self service KM for site visitors and your social media following.

Our knowledge management solutions provide a positive self-service experience for all of your brand’s customer channels.

Knowledge Management for Contact Centers (Agent Assist)

If your organization... ...we provide a KM solution that:
Has agents wasting their time hunting for information from multiple sources or long search lists. Features a simple, easy-to-use KM interface. Agents enter a question or phrase to find the correct material and responses to their inquiries.
Wants to improve first call resolution and handle time. Reduces contact costs while improving accuracy. Provides accurate information quickly from the knowledge management data base to dramatically improve handle time and consistency.
Has seasonal representatives or a high level of escalations. Reduces the cost and timeframe to train. Knowledge management helps ramp up your seasonal help in days, cut training time by 50%, and reduce escalations.
Needs to improve or QA its case coding. Provides CRM integration. Knowledge management automates coding of cases, logs knowledge responses and conducts shorthand queries.
Has trouble identifying missing content, or wants to version, publish or inactivate content. Reduces your KM maintenance costs. Our automated learning feature identifies content gaps, and helps you re-use existing content.

Knowledge Management for Website and Social Media (Web Self-Service)

If your product website... ...we provide a KM solution that:
Provides incorrect answers or long search lists by failing to ask qualifying questions. Delivers accurate responses that build consumer trust and loyalty. Using the Astute KM two-way dialogue and patented natural language processing, our knowledge management solution delivers accurate results and eliminates long search lists.
Attracts a high level of emails. Reduces emails by up to 80 percent. And you can reduce contacts and costs through less phone calls while providing 24/7 customer support via knowledge management.
Produces high cart abandonment. Improves conversion rates. Our KMS answers questions throughout the sales process to reduce customer frustration and abandonment.
Fails to identify early indicators and topics daily. Reduces risk. The KMS delivers fast, accurate brand responses, escalates high risk topics, provides version responses for legal/regulatory compliance and “sees” and reacts to early indicators.
Fails to capture and use what your customers are actually asking for. Captures "voice of the customer" insights without surveying. Our knowledge management learning tools are built into authoring, enabling you to share insights with brand managers and building new content based upon actual need.

Knowledge Management for Web Portals (Portal Assist)

If your organization... ...we provide a KMS that:
Has information distributed across many networks or websites. Simplifies finding information. Our KMS leverages existing content in a simple, easy-to-use interface.
Has duplication of information in its content libraries. Provides a single, knowledge management data base. The answers remain consistent and correct.
Has an internal help desk for employees or partners. Provides 24/7 self-service via the KMS.
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Knowledge Management Solution for Mobile

Extend your KM self-service offerings to mobile users. Optimize the customer experience for popular mobile devices and browsers. Provide 24/7 responses via your knowledge management solution directly to your customers! With mobile knowledge management, you’ll drive the adoption of self-service. The mobile channel gives you greater insight into the customer. By capturing and analyzing the data from our knowledge management solution, you can better understand customer needs and preferences to drive more cost-efficient KM self-service interactions.

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Download our Astute Knowledge brochure