KPS web self-service software — Fewer calls, higher customer satisfaction rates
When your customers need a helping hand, it doesn’t mean they always need someone to talk to. In fact, most people now prefer web self-service to calling an agent, especially if they’re looking for basic information or how-to visuals. Provide them with this service at the time they need it, and watch your customer satisfaction soar.
With KPS self-service knowledge management software, your organisation can keep up with customer service trends and remove the crippling burden of too many calls. This translates into faster, more efficient service and fewer resources needed to ensure it.
Trim your expenses with fewer agents on board and reduce the costs of maintaining your customer support systems. Universal Knowledge helps you save whilst making every interaction with a customer less burdensome.
Build a customer community on top of your web-based self-service
Universal Knowledge can double as a customer engagement tool. It allows you to set up a community forum where your customers can go beyond a web self-service help desk or FAQs. Once they access it, they can share their knowledge and connect with like-minded people — all without your agents.
By building such a close-knit community, you’re sure to:
- Keep your customers engaged as they use your product or service
- Let them help each other, reducing your workload
- Collect experience-based insights to improve your offering
- Red-flag issues that occur most often
- Leverage a ready-made customer advocacy strategy
Your agents can still be around when an interaction makes sense. Those who are responsible for monitoring your community forum can join any discussion and assist customers on behalf of your organisation.
Customise your self-service system as you see fit
Whether you want to create multiple customer groups or add a brand-specific touch to your help desk interface, KPS self-hosted knowledge management software makes customisation a breeze. Unique configuration options are available for all businesses and include design and functionality.
We can also guide your IT specialists through the deployment process and provide comprehensive training. KPS can help everyone on your customer support team get a handle on Universal Knowledge and its unique configurations for your organisation. That’s how you know you can enhance knowledge management in your self-service system and provide a better experience for your customers once the software is deployed.
A Universal Knowledge demo is a great way to see how it works without any commitment. Go for it!