Intelligent web self-service with
Customers want responses to their questions immediately, around the clock and, if possible, via every communication channel. According to a study by Forrester Research, 72 % of respondents prefer to look for solutions themselves, rather than reaching directly for the phone and calling Customer Service. They obtain information online, but conventional FAQs on websites are often too static and outdated and are not tailored to the needs of the customer.
Knowledge First actively provides the necessary knowledge for your customers' realm
Knowledge First is an intelligent Web self-service which guides your customers step by step through your website and quickly and precisely provides the right information relating to all issues. Whether via smartphone, tablet or PC, the Web Self-Service Knowledge First acts actively and quickly and easily provides the exact information desired by the customer - envision Web self-service.
Advantages of the Web Self-Service Knowledge First
- Eases the Customer Service workload by reducing the number of calls
- Reduces Customer Service and support costs
- Prevents calls relating to common issues
- More time for challenging customer queries
- Easy implementation
- Look & feel in line with your corporate design
- Service knowledge integrated directly into the website
- Available as a SaaS solution and an on-premise solution
For your customers
- Ideal effortless service - dynamic provision of information depending on requirements and topicality
- Intelligent, powerful search provides fast results
- Ease of use ensuring an impressive service experience
- High level of quality and service
- Optimized customer interaction for increased customer loyalty
Knowledge First turns the multi-channel approach into reality in the age of digitization – in line with the expectations of your customers. All of this is quickly and easily achieved, regardless of time or place.