The Knowledge Base Management System is an information portal that your support team can access to learn more about frequently asked questions and articles related to commonly asked support queries. This portal helps your team to quickly look for solutions to support queries that the customers have. They can go about helping them much easily and in the process reduce the average call handle time by about 35%.
The KMS gives your team access to instant updates which can be viewed on the dashboard itself. If you have an announcement about new policies, new content or general guidelines to look at – your team sees a notification flash on the top of the dashboard telling them there is news. This helps in keeping the entire team stay on the same page about announcements with just a few clicks.
Your support team needs all the help they need while solving queries. Your team of experts can easily help out your agents by uploading articles and FAQs to the knowledge management system software. It is as easy as adding blogs to a website. Just write up the required content and post it on the portal and your agents will get immediate access to these articles.
Kapture’s CRM knowledge management helps you capture and review all of your agents’ performances. Record and monitor all the calls your agents take and listen to all marked conversations. Provide constructive feedback and organize training sessions to help agents provide better customer interactions.
Enjoy limitless storage for images, video files, audio recordings, product brochures and SOPs. Share any file with customers or team agents with just one click and have multiple version controls through the knowledge management applications.
While training new agents, you can use the knowledge based systems as a central hub of information. These trainees can access the training materials and instructions manuals at any time. These can be categorized based on roles, functions and departments. Managers can conduct online tests at any office location and use the built-in assessment tool on the Knowledge management application.
Enter into discussions, Q & A sessions and brainstorming activities across multiple office locations with your peers, team leaders and managers. Collaborate and discuss any important updates, offers or queries that you may have using the knowledge base systems.
Industry specific flowcharts that can help agents arrive at the right answer based on the query flow by answering Yes/No, Continue/Discontinue, etc. Agents can independently handle any complex queries based on these flow charts.
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