A Single Solution for Customer- and Internal-Facing Knowledge Management
Today’s consumers need freedom. They want options that align with technology innovation. And regardless of whether they choose your voice, email, Web, chat, or in-person communication channel; they want quality, consistency and accuracy. This poses a major challenge for companies: how to manage multiple channels without service degradation.
In an effort to overcome this challenge, companies deploy knowledge base, search or frequently asked questions (FAQs) tools to assist their customers, employees and contact center agents. But these tools are seldom integrated across channels and often exist in silos. They accomplish little toward the end goal of seamless service—rarely delivering anything beyond a list of search results.
Consequently, users are required to sort through pages of links or FAQs. Answers are often inconsistent and/or inaccurate—moving the experience from bad to worse. To top it off, companies are typically unaware of these problems. Unchecked, contact center volume steadily increases while customer satisfaction slides. Operational costs skyrocket with multiple knowledge systems to maintain.
We put an end to this costly, damaging cycle. Our RealDialog™ knowledge management system
meets the urgent need to deliver consistent, accurate and timely information
across multiple channels and users, while driving greater efficiency and reducing
costs. It is the “brain” behind our
knowledge management and self-service
capabilities.
Through a “virtual assistant” on your company’s website, Intranet portal or contact center application, RealDialog delivers a clear, accurate and specific answer to a user’s question—not a long list of search results or FAQs. It is used to:
- Answer customers’ product and service questions online via Web self-service
- Deliver answers and information to employees and partners via an Intranet portal
- Answer contact center agents’ questions through their customer service application
- Assist contact center agents in formulating voice, chat and email responses
- Assist field, store, and work-at-home employees with policies, procedures and more via a Web portal
In addition to effectively addressing questions, RealDialog captures actionable, cross-channel customer and employee insights to continuously improve the knowledge base and the business. Ease of knowledge base development and maintenance, along with distinct self-learning capabilities, lower RealDialog’s total cost of ownership, and make it the most cost-effective solution of its kind.
Business Impact
RealDialog delivers a rapid return on investment in as few as 21 days through a variety of means, including:
- Increasing customer satisfaction, retention and positive word-of-mouth through more satisfying service experiences.
- Cutting email volume by up to 80 percent by successfully resolving more issues online.
- Improving service efficiency, quality and consistency by delivering more accurate, concise and “branded” answers across all channels.
- Empowering contact center agents to do more in less time—decreasing handle times by an average of 33 percent, and improving first contact resolution by 35 percent or more.
- Improving employee and partner productivity by providing them direct access to answers, while decreasing ramp-up time and costs.
- Increasing conversion rates and reducing website abandonment by delivering the right message to the right person at the right time.
- Helping companies quickly identify opportunities, reduce market research time and costs, and improve marketing effectiveness through actionable “voice of the customer” insights.
- Improving information dissemination across channels—providing great control over the messages being delivered, while simplifying information distribution through a centralized location.
- Maintaining a low cost of ownership through tools that make it easy to deploy and manage the knowledge management solution without programming.
Next steps:
View our article from CRM Magazine's Knowledge Management Best Practices: Winning the Moments of Truth: When it matters most, Knowledge Management protects and promotes your brand.
View our article from CRM Magazine's Knowledge Management Best Practices: What Every Marketer Should Know About Knowledge Management: How to increase conversion, retention, and revenue using conversational knowledge management technology.
View our article from CRM Magazine's Contact Center Best Practices: Ensuring Consistent, Accurate and Timely Information Delivery Across All Channels.
Download the Aberdeen Group benchmark report: The Contact Center as a Profit Center: Optimizing a Self-Service Contact Center with Speech, VoIP, Data Integration and Performance Analytics
View our article from KMWorld's Best Practices: Extraordinary Journey or Navigation Nightmare? How Knowledge Management Can Make or Break the Overall Experience.
