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Kapture’s powerful yet simple knowledge base will raise the bar for better customer communication and innovative customer service. Our modern knowledge base is built to promote better and faster decision making, quicker resolutions through improved organizational agility to ensure a delightful customer experience, above all else.

When you’re equipped with a modern and comprehensive knowledge base, you are always empowered to foster:

  • Faster resolution for customers
  • Contextual and intelligent resolutions
  • Increased efficiency and reduced workload for agents.
  • What is KMS
  • Features
  • Values
  • What it does
  • Benefits
  • FAQs

What is a Knowledge Management System?

A knowledge management system is a software implemented by businesses to manage documentation like frequently asked questions (FAQs), company policies, and other important data containing streamlined product information easily accessible to employees and customers.


For example, with the help of a proper knowledge management system, even a new agent can go through the training videos, articles, presentations and more to know how to handle the customers and resolve their issues.

Types of Knowledge included in a Knowledge Management System

Take a look at unique features fueled BY KAPTURE

Customizable FAQs for customers

Add responses to the most relevant and commonly asked consumer questions to save everyone’s time.

Intelligent bot
workflow

Create and manage the workflow of your bot according to your business requirements.

AI-powered bot assistance for employees

Stuck with a question asked by a customer? Just ask the AI-powered bot and it will fetch all the data related to the query from the knowledge base for a smooth customer experience.

Simple UI

Our simple and smooth user interface makes it easy for employees to navigate and obtain impromptu information that improves the quality of customer service.

Universal search bar

Find all the information you need and view search results just by typing a few keywords on the knowledge base, in one place and customers can leave happy and satisfied with the end results.

Ease of Use

Kapture's KMS is very simple, Companies that use don’t have to spend time on training or hunting for the information and tools they require. Pace up and accomplish goals in less time.

How KMS improves customer experience?

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Reduces customer wait time

Nobody enjoys being put on hold. Customers can help themselves by using AI-powered chatbots and virtual assistants to receive answers to common inquiries that a well-functioning knowledge management system can provide. The majority of customers will also tell you that minimising their search and wait time is the most crucial thing you can do for them. ...read more

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Allows them self-help

Self-service offers possibilities to give exceptional client experiences at every stage of the customer journey. With reduced wait time, anything is possible from research and onboarding to troubleshooting and repairs to feature optimization and recommendations. ...read more

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Ability to search

A search engine becomes extremely relevant as your knowledge base develops in size. Searching for quick and contextual responses to customer queries can be tough on your representatives if your system lacks the proper tools. Our robust search engine allows your customers to swiftly obtain relevant results.They can get answers and solutions quickly and simply based on categories,keywords, terms and a streamlined solution accessible to everyone....read more

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Benefits of using Kapture’s KMS

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FAQs

Question

Who uses a KMS?

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A knowledge management system that is implemented by a company can be used by both the employees of the company and even the customers.

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How can employees use KMS?

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Employees can use and access training videos, presentations, documents, practical experiences of other employees, guidelines,helpful tips ways of helping customers in particular situations, and AI-powered assistants to guide and help them while interacting with the customers.

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How can customers use KMS?

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FAQs, company policies, other minute and common details in the form of tutorial videos or audio can be placed in the KMS system for the customers in order to acquire answers to myriad questions by viewing the knowledge base. AI powered bot quickly fetches all the information from the knowledge base for the customers for faster resolution.

Question

Will knowledge management systems improve customer experience?

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FAQs, company policies, other minute and common details in the form of tutorial videos or audio can be placed in the KMS system for the customers in order to acquire answers to myriad questions by viewing the knowledge base. AI powered bot quickly fetches all the information from the knowledge base for the customers for faster resolution.

Knowledge Management System

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