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Knowledge Management and Web Self-Service
Knowledge-Powered Customer Service
More than ever, today’s customers expect speedy and satisfying resolutions to their issues, through whatever channel is most convenient to them, be it voice/IVR, Web, e-mail, chat or SMS. How companies respond to such expectations will help determine whether these customers remain customers.
With Genesys Knowledge Management Powered by InQuira, companies can infuse their customer interactions with organizational knowledge, enhancing customer self-service efforts and ensuring that customer service agents are as effective and efficient as possible. By integrating your customer service environment with key information resources and intelligently matching agent skills to customer needs, Genesys Knowledge Management lets you provide the kind of satisfying experience your customers desire.
Advantages:
Companies employing knowledge-powered customer service solutions have achieved the following:
- 30% improvement in customer satisfaction
- 30% increase in shopping cart conversions
- 80% self-service deflection rates
- 70% success in resolving customers’ initial self-service inquiries
- 60% reduction in time agents spend researching answers to inquiries
Features
Genesys Knowledge Management’s wide range of powerful features helps organizations unlock the hidden value of their information:
Out of the box integration with the Genesys Contact Center Suite enables companies to find the information customers need, regardless of where it resides.
Natural language search brings back accurate, useful results regardless of the wording of a search.
Dynamic search results provide customers with categorized results and multiple routes to information, helping customers find answers quicker.
One click answers let agents highlight any phrase and find the best answer with a single hot key or mouse click.
Smart excerpts preserve agent time by providing at-a-glance summaries of answers to queries.
Link-and-insert lets agents quickly insert knowledge, links, or other valuable information into any service interaction with a single click.
Resources
