Knowledge Management

Empower your organisation with system knowledge

The knowledge management module comprises four key functions that promote self-service: Frequently Asked Questions (FAQs), knowledge base articles, community forums and the chat bot. Users can browse through or search FAQs and knowledge base articles or engage with the chat bot, ask questions in natural language and be guided on the features of the system, solutions to known problems or other issues of user interest.

Watch video ▶
	

		

		
	

	


		

	










	

		
		

			

		

	



	

		

			
Functions


		

	





	

		
		

			

		

	


	

		

			
FAQ


A compilation of frequently asked questions enables users to easily find solutions to known problems or other issues of interest without engaging with an agent.


		

	



	

		
		

			

		

	


	

		

			
Community Forums


Allow for more collaborative ways of working as users can share knowledge and communicate with others about a wide range of topics of interest. Over time users of the system gain valuable insight into specific areas of interest.


		

	



	

		
		

			

		

	


	

		

			
Chatbot


Provide fast, automated answers to most questions users can ask, questions in natural language and be guided to the relevant information within the system. Time is saved ensuring improved customer service and increased customer engagement.


		

	



	

		
		

			

		

	


	

		

			
KB Articles


Easily create consumable knowledge base articles for both your agents and customers. Once created, the KB articles will ensure delivery of more consistent customer support.


		

	



	

		

			
[WP-Coder id =”1″]