Provide Consistent and Relevant Information for Customers and Employees
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The Business Problem
Finding the right information at the right moment is a challenge, and ensuring your customers can find the answer they’re looking for quickly and easily can be an even larger—and more critical—challenge.
As more customers are turning to the Internet instead of contact center agents to find their solution, you must be prepared to provide them with the right answers on your Web site. Just think of the expensive resources that are required to maintain this information: IT professionals, Web designers, and developers. How do you provide answers to your customers at the click of a button, increase agent productivity, and reduce operational costs to maintain this data?
The nGenera CIM Knowledgebase Software Solution
nGen Knowledgebase software streamlines the entire documentation process for companies to share information with employees, customers, and partners. This flexible, self-learning, knowledge management solution captures and presents current, relevant information to customers in Web self-service mode and to agents through a flexible portal within a simple agent interface—generating exceptional cost savings and ensuring customer loyalty. nGen Knowledgebase software delivers instant value and rapid ROI.
"The numbers are impressive. Comparing the six‐month period before the KB launch to the six‐month period after the KB launch, Efficient Networks technical support experienced a 34% decrease in support calls."
-- Siemens
Many nGen Knowledgebase customers report dramatic results:
- Reduced email volume by 80%
- Achieved positive ROI in less than six months
- Reduced call volume by 15% in the first month of use, 50% in the first year
- Increased search accuracy from 10% to 90%
Praised by customers and industry analysts alike for its ease of use
and reporting functionality, the Knowledgebase is completely integrated across nGenera CIM's agent-assisted and self-service channels, improving service quality and increasing first-contact resolution.
nGen Knowledgebase offers:
- Powerful search and retrieval methodologies, ensuring customers receive rapid, accurate, and consistent responses.
- Easy authoring, robust review workflow, and flexible article access to further enhance the centralized knowledge repository.
- Insightful reporting tools indicating which articles users seek and what information is unavailable, driving continuous operational improvements.
- Adapt Knowledgebase’s interface to the user’s needs. Select from any of eight languages for localization; over 100 languages can be supported by nGen Knowledgebase Enterprise Search.
Knowledgebase Benefits | Schedule Demo | Schedule a Call Back
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