Knowledge-enable your contact center agents and your customers to increase call productivity and deflect calls
  You may have noticed that other companies are stepping up their game when it comes to knowledge management in customer support, hearing from focus groups that some customers are talking about actually enjoying using customer support at other companies, and noticing a buzz about cost reductions achieved by others at the latest customer support conference you attended. How are they doing it?
Leverage Knowledge Management IT to Get Ahead and Score your Metrics
New technologies today are enabling lower costs and improved customer satisfaction by clearing away the clutter of irrelevant information and giving users and agents the right answers, in a surprisingly task-appropriate format.
As just one example, when searching on "upgrade" for a product, your customer can be greeted with an upgrade wizard starting with the various options available instead of simply getting 1,231 documents to sift through. The revenue and customer satisfaction implications are clear.
Features of the latest generation Knowledge Management IT Solutions
Modern knowledge management in customer support means having the ability to capture, store, and intelligently search answers and solutions. Best-in-class solutions, such as Oracle Knowledge IT, include the following features:
- A knowledge management platform that captures knowledge from disparate parts of the organization and makes it easily accessible to customers and call center agents.
- A nuanced, intelligent search engine that reads beyond the words typed to interpret what the user means; one that adapts to jargon of the relevant industry or category.
- All-channel scope that encompasses your customer support portals, contact centers, and internal intranets.
- Automated workflow processes for authoring, approving, and publishing new content.
- Analytics that rise above source-file complexities to assimilate transaction-level data, generate insights into what common support issues customers are facing, what support documents are most helpful in solving their problems, and how we can support the customers better. The analytics also help in generating cross sell – up sell leads by knowing what a given customer is looking for.
With a solution like this, your systems will cut through document overload and intelligently supply answers your agents and customers need.
PRS Consulting Services – Your Knowledge Management Partner for Customer Support
With twenty years' experience in customer support, PRS Consulting Services has expertise across the full spectrum of knowledge management options, ranging from custom applications to premier products available on the market today that in many instances are lower risk, save significant costs and reduce time to market compared to custom build options.
PRS Consulting Services's knowledge management solutions improve the quality, speed, and effectiveness of customer services by ensuring customers and agents have quick and easy access to the answers they are looking for.
Everybody benefits
A dramatically improved knowledge management foundation benefits customers and agents alike. Search accuracy increases, call resolution time goes down significantly, and users get a sense of accomplishment from adding value to the knowledge base. Call volumes go down as your customers get what they need when using your portal. Your organization will see increased customer loyalty, reduced support costs, and improved agent performance and satisfaction.
Contact us today to learn more about PRS Consulting Services's cloud-based customer support solutions leveraging knowledge management and social technology |
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