Smarter answers. Better service
Access resources company-wide through knowledge bases and search processes designed specifically for customer service. The result? Accurate answers delivered faster—to agents and customers.
The knowledge base spans all your data repositories providing agents with vastly better resources for handling any kind of service interaction. A single knowledge base improves accuracy and ensures consistency across agents and communication channels.
Context-driven search draws on a wealth of contextual information—customer value, inquiry type, previous purchases and more—to infer customer intent and deliver the right answer, right away. Agents are guided through the service interaction toward the best possible resolution in the shortest amount of time.
Customer service managers use drag-and-drop design tools to quickly categorize content for any number of knowledge bases. Without any coding, service managers can streamline the agent workflow and easily configure it to meet the needs of different customer segments.
Make the most of your agents' expertise—capture and re-use knowledge from front-line experiences with real-time authoring tools that enable authorized agents to contribute solution content as they resolve inquiries.
Create a flexible and secure knowledge base by enabling administrators to specify entitlements at the granular level. Entitlements can be applied at form level, template level or even field level. User interfaces can also be tagged for access by certain types of users or roles.
