Solutions - Customer Service
Amplify your Your Customer Service with Knowledge ManagementDeliver faster, more consistent support with a unified customer service knowledge base. Whether it’s for contact centres, service desks, helpdesk or a self service knowledge base, our solution empowers your team to resolve issues quickly, improve customer satisfaction, and drive loyalty.
Boost Customer Satisfaction Across Every Channel
Quickly accessible, accurate information empowers your team to resolve issues on the first contact, ensuring a smoother, faster experience for your customers. Whether agents are on the phone, handling live chats, or assisting via self-service portals, the right information is always at their fingertips.
Benefits of Knowledge Management in Customer Service
Reduce Response Time
With instant access to up-to-date knowledge with our customer service knowledge base, your team can resolve issues quicker, reducing call and chat times.
Improve First Contact Resolution
Ensure that agents have all the necessary information to handle customer queries on the first contact, boosting customer satisfaction.
Streamline Self-Service Options
Enable customers to find solutions independently through an easily accessible self service knowledge base, reducing demand on support teams.
Enhance Consistency Across Channels
Centralised knowledge ensures your team delivers consistent, accurate information, whether it’s in person, over the phone, or through digital channels and self service portals
Tailored Solutions for Every Customer Support Need
Contact Centres
Centralised knowledge ensures your team delivers consistent, accurate information, whether it’s in person, over the phone, or through digital channels and self service portals
Service Desks and Helpdesks
Centralised knowledge ensures your team delivers consistent, accurate information, whether it’s in person, over the phone, or through digital channels and self service portals
Web Self-Service
Centralised knowledge ensures your team delivers consistent, accurate information, whether it’s in person, over the phone, or through digital channels and self service portals
Check out our real world results
What do Local Councils and Financial Institutions have in Common?
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- Contact Centre
- Employee Knowledge Sharing
- Service Desk
- Web Self-Service
NCC Group
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- Contact Centre
- Employee Knowledge Sharing
- Service Desk
- Web Self-Service
Quintica Knowledge Management Software
Quintica Knowledge Management Software for Enhancing Service Management Formed in ...
- Service Desk
Silah Gulf Knowledge Management Software
Silah Gulf Knowledge Management Software for Web Self Service Silah Gulf ...
- Contact Centre
Key features to Supercharge your team
We have a whole host of powerful features your team can utilise straight out the box, but here are a few we think will be the most vital to unleash your teams potential.
Configurable Layouts
Different pages for different teams can be set up using drag and drop. Personalising the knowledge base experience is key to user adoption, ensure your different teams see exactly what matters to them, as soon as they log in.
Smart search
Advanced search with fragments taking users to the best matching sections of a document. Our indexing feature understands the location of words within a document so when a question is asked of the knowledge base, not only are the documents ranked by suitability but the best matching sections of the document are automatically generated, ranked and presented to the user.
Decision trees
Guide a user to the right answer by asking questions in a predefined decision tree. A simple to use editor is provided to build your step by step process or diagnostics flow which ensures users never miss a step and processes are adhered to.
Ask the Expert
Knowledge gaps are quickly filled by providing users with the ability to request missing knowledge. Subject matter experts can view the requests and can action these in a number of ways – by discussing the matter further through our online messaging system, linking the request to an existing article or creating new information to satisfy the request.
Inbuilt Reporting Dashboards
At a glance knowledge base usage broken down by day, week, month. Understand your knowledge base metrics in an easy to understand format and keep your knowledge base on track.
Explore the huge range of features your team can benefit from
View all featuresWhat Our Clients Say
We believe in helping our customers through the entire journey, from deployment to integration, we’re here every step of the way.
“KPSOL provided me with all the necessary skills and training to quickly rollout the new knowledge management platform for LBBD”
“It has shortened training time and allowed us to meet different learning styles.”
“There’s more trust in the system because people know the information is accurate and kept up to date.”
“I don’t have to tell people to check the knowledge base anymore. They do it first.”
” We now take advantage of features such as ‘Ask the Expert’ and ‘Flag for Rework’ to truly manage our knowledge demand”.
“Universal Knowledge has been a solid investment for Agilisys as part of our Kent County Council (KCC) contact, providing Agilisys / KCC with an invaluable tool for responding to customer queries quickly and accurately. The Agilisys partnership with KCC has been enhanced by providing KCC with a robust Knowledge Management system which has become the backbone of our service provision.
After evaluating multiple Knowledge Management Vendors, Agilisys chose to work with KPSOL due to a combination of strong product features, a proven track record of delivery in the Local Council space and a support team which were responsive, flexible and always willing to go the extra mile to provide exceptional service”.
”SRO identified the need for a Knowledge Management tool to help in supporting customers more effectively”
”The key driver was to provide an enhanced customer support experience, whilst deflecting calls away from their support team”
“KPS were incredibly flexible in their approach to the project, providing us with excellent levels of support whilst we rolled out the Knowledge Base”.
”Universal Knowledge provides us with an easy to use content creation tool, in addition to us being able to incorporate existing forms of knowledge, to create a single unified knowledge management platform. The ability to use a natural language search against very technical information and provide access via our website will be key to us continuing to provide world class support to our customers”.
”I could not be happier with our decision to use KPS Universal Knowledge in our contact center. Our team is finding answers from the knowledge base quickly and accurately, enabling us to provide timely and relevant responses to the citizens of Baldwin County”
‘Universal Knowledge by KPS is an invaluable tool in our service provision. We have recently extended its use into Probate, so that the benefits can be realised more widely, and we hope to keep extending its use. Since upgrading to the latest version of the KPS KMS, we have been able to take advantage of new functionality such as discussion forums and configurable layouts which provide instant access to the most important information on a single page when an advisor logs in”
”KPSOL is a very responsive supplier who works closely with us to ensure the KMS meets our needs today and in the future”.
“The Knowledge Management System from KPSOL Universal Knowledge has allowed the team to significantly improve the quality and service that we can provide, with a reduction in AHT and significant reductions in message errors and scheduling”.
“Scheduling defects were significantly reduced by utilizing the power of Universal Knowledge”
“Message errors reduced. Quality information enhances our customer services activities”
“Training time dramatically reduced from 6 weeks to 2 weeks by using KPS’s Knowledge Base Software”
”Agent error and call escalations have dramatically reduced”
Knowledge Management solutions for your industry
Whatever your industry, KPSOL makes managing knowledge simple. Our flexible multi-use solutions are designed to fit your needs, whether it’s improving customer support, streamlining internal processes, or empowering teams to share knowledge effortlessly. With KPS, you’ll save time, boost productivity, and deliver better results for your business.
Contact Centres
Helping streamline customer interactions by providing agents with instant access to accurate information.
IT Service Management
Supporting help desks and IT operations with tools to improve efficiency and reduce response times.
Public Sector & Local Councils
Offering solutions for efficient service delivery in government operations.
Healthcare
Enhancing patient care and operational efficiency through better information management.
Telecommunications
Streamline support, improve efficiency, and ensure quick access to accurate information for teams and customers.
Retail
Helping businesses manage customer inquiries and streamline communication.
Manufacturing
Enabling effective management of technical knowledge and operational procedures.
Finance & Banking
Ensure compliance, and streamline internal processes like customer service, product management, and financial advisory.
Don’t see your industry?
Not seeing your industry listed? No problem! KPS solutions are flexible and can be tailored to fit your unique needs. Get in touch with us to see how we can help your business work smarter.
Contact usSee the Difference Knowledge Management Makes
Reduction in Employee Training Time
For new starters with the introduction of an effective Knowledge Management System
Increase in Customer Satisfaction
A knowledge management system speeds up accurate responses, reducing frustration.
Increase in Employee Productivity
By eliminating lengthy searches and data confirmation, employees gain more time for other tasks. Implementing a self service knowledge base will further improve employee productivity by deflecting calls.
Simple Integration and Powerful Results
Our knowledge management solution integrates seamlessly with your existing systems, such as CRM, live chat, and ticketing platforms. Whether you’re working in a contact centre or offering a self-service experience, our platform centralises your knowledge, ensuring that the right answers are just a few clicks away. We handle deployment, scalability, and security, so you can focus on delivering exceptional customer support.
Streamline Customer Support with Knowledge Management Software
Enhance your customer service operations by centralizing knowledge and improving response times. With a robust knowledge management system, your team can quickly access accurate information, reducing call times and increasing first-contact resolution.
Whether it’s through a contact center, service desk, or web self-service, our platform ensures consistent, fast, and efficient support across all channels. Empower your team with the tools to provide exceptional service, even when customers need self-service options. From seamless integration with existing systems to real-time updates, our solution drives both customer satisfaction and operational efficiency.
Unlock the power of centralized knowledge to reduce costs, improve accuracy, and scale your support capabilities, all while enhancing the customer experience.
Why you can Trust KPSOL’s Knowledge management solution
KPS knowledge management solutions are built on a tried and tested platform, deployed across many industries and applications. Together with our core software, KPS offer implementation support from scoping, planning and deployment to training.
Transform your knowledge-sharing capabilities with configurable functionality, notifications or design features in Universal Knowledge. You call the shots — you configure our system to meet all your internal KM needs.
We pro-actively listen to our customers and partners and constantly review the Knowledge Management market so if it seems like something is missing, be sure to request additions to the KPS Universal Knowledge product roadmap
