Knowledge Base is the industry’s leading cloud-native, dynamic AI-powered knowledge management platform. It delivers lightning-fast, accurate answers for customers the first time they search. Knowledge Base also empowers agents to provide accurate answers quickly, eliminating the need for transfers and callbacks.
Knowledge Base: Your “Single Source of Truth”
Empower every aspect of your business with a unified Knowledge Base:
- Training and Onboarding: Streamline agent learning with a centralised knowledge hub, leading to quicker case resolutions.
- Product Documentation: Eliminate information silos by providing a single source of truth across platforms—whether it’s community forums, mobile apps, or ticket submission forms.
- Support and Field Service: Offer customers the flexibility to seek help through omnichannel support, including ticketing, chatbots, and web solutions, catering to their preferred method.
Key Knowledge Base features
- Comprehensive Knowledge Access: Deliver product and service information across all self-service channels, including search engines, social media, digital platforms, chatbots, websites, and community forums—ensuring customers find what they need, when they need it.
- Unified Self-Service Experience: Consolidate all your products, services, and knowledge into a single, seamless self-service platform for consistent and efficient customer interactions.
- Enterprise-Grade Scalability: Designed to support even the largest contact centres, the Knowledge Base scales automatically with changing site traffic, content, and resource demands—without compromising performance.
- Customer Experience Optimisation: Continuously improve the customer journey by identifying key opportunities based on real user demand, allowing you to enhance products, services, and support processes.
Benefits of Knowledge Management
- Optimized Content Discovery: Ensure customers can easily find relevant information across all channels, including web searches.
- Enhanced Self-Service: Increase the efficiency of lower-cost self-service solutions, reducing the need for escalations to live agents.
- Personalized Results: Deliver tailored information based on customer or agent profiles for a more relevant experience.
- Proactive Guidance: Direct customers and agents to organisation-approved content, preventing confusion or the spread of misleading information.
Key Knowledge Base features
- Comprehensive Knowledge Access: Deliver product and service information across all self-service channels, including search engines, social media, digital platforms, chatbots, websites, and community forums—ensuring customers find what they need, when they need it.
- Unified Self-Service Experience: Consolidate all your products, services, and knowledge into a single, seamless self-service platform for consistent and efficient customer interactions.
- Enterprise-Grade Scalability: Designed to support even the largest contact centres, the Knowledge Base scales automatically with changing site traffic, content, and resource demands—without compromising performance.
- Customer Experience Optimisation: Continuously improve the customer journey by identifying key opportunities based on real user demand, allowing you to enhance products, services, and support processes.
Benefits of Knowledge Management
- Optimized Content Discovery: Ensure customers can easily find relevant information across all channels, including web searches.
- Enhanced Self-Service: Increase the efficiency of lower-cost self-service solutions, reducing the need for escalations to live agents.
- Personalized Results: Deliver tailored information based on customer or agent profiles for a more relevant experience.
- Proactive Guidance: Direct customers and agents to organisation-approved content, preventing confusion or the spread of misleading information.
Why is Knowledge Base Needed in the Contact Centre?
For a business to run smoothly and operate at high levels of efficiency, there must be systems in place that support all the departments that make up the company. One aspect of support is keeping up with information that passes through the company through knowledge management.
Contact centres can especially benefit from this system, as agents work with customers to resolve issues on the spot and need quick access to information. Knowledge management tools are one of the essential ways contact centre agents can facilitate faster and more personalised experiences
Why is Knowledge Base Needed in the Contact Centre?
For a business to run smoothly and operate at high levels of efficiency, there must be systems in place that support all the departments that make up the company. One aspect of support is keeping up with information that passes through the company through knowledge management.
Contact centres can especially benefit from this system, as agents work with customers to resolve issues on the spot and need quick access to information. Knowledge management tools are one of the essential ways contact centre agents can facilitate faster and more personalised experiences
