Knowledge Management
IT Solutions Knowledgebase solutions deliver instant value and rapid return on investment. Many Knowledgebase customers report dramatic results:
- Reduced email volume by 80%
- Achieved positive ROI in less than six months
- Reduced call volume by 15% in the first month of use, 50% in the first year
- Increased search accuracy from 10% to 90%
- Knowledgebase streamlines the entire documentation process for companies to share information with employees, customers, and partners
- The flexible, self-learning Knowledgebase captures and presents current, relevant information to customers in a Web self-service mode, and to agents through a flexible portal within the single screen agent interface
The Knowledgebase includes a user friendly interface, comprehensive reporting and is completely integrated across assisted and self-service channels, improving service quality and increasing first contact resolution.
Our Knowledgebase solution offers:
- Powerful search and retrieval methodologies, ensuring customers receive rapid, accurate, and consistent responses
- Easy authoring, robust review workflow, and flexible article access to further enhance the centralized knowledge repository
- Insightful reporting tool indicating which articles users seek and what information is unavailable, driving continuous improvements
