Service Desk Solution Benefits
Empower service desk agents with a knowledgebase that has the most up to date and accurate versions of your information reducing escalations to second-line support
By using a variety of advanced searches and content filters within our IT knowledge management tool, we can help save time spent searching for information by 50%
With an interactive and modern UI accessing accurate knowledge has never been more simple
15-35% of an agent’s time is spent searching for information with success rates of 1 in 2. Universal’s help desk knowledge management software eliminates lengthy search times and places knowledge in the hands of the agent whilst also deflecting up to 50% of inbound tickets
KPS service desk knowledge management solutions can help to reduce annual support expenditure by up to 20%
Up to 80% of knowledge is tacit knowledge, recording and sharing this invaluable asset only enhances the calibre of your service desk operations
Service Desk Knowledge Management Customers
From IT and HR Service Desks to Shared Service Centres, providing an effective and efficient service desk means that agents need to be empowered with the information they need to resolve a wide range of queries.
Agents must have the ability to easily search for answers in addition to absorbing and sharing the experience and expertise of other agents. Integrate KPS’ service desk knowledge management solutions with your service desk application to leverage information from a wide range of knowledge repositories and formats.
KPS have provided us with a much needed tool for both our internal agents and our customer base, to quickly resolve issues about their plans. Used both internally within our secure contact centre and embedded within our customer portal, Universal Knowledge by KPS allows us to ensure accurate and timely responses to our customers. With ongoing acquisitions and expansion, our knowledge base has needed to be flexible and scalable.
KPS have provided fast and efficient support and we look forward to continuing our relationship with KPS.Pan European Financial Services Contact Centre Head of Customer Service
“The beauty of the KPS system is that it is so simple to use and administer yet delivers so many benefits through our outsourcing operations.”Contact 121 Martin Bill, Managing Director
“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”.Indiana University Health Shelby Smith, Director, IConnect Patient Access Center (IPAC)
Shared Service Desk
By definition a shared service desk exists to provide customers accurate and timely responses to a whole range of questions with an expectancy to provide these answers regardless of their inbound channel. Whether it is a dedicated shared service centre or an outsourced service desk, agents require flexible access to the right knowledge at the right time.
With our service desk knowledge management solutions, agents have the ability to quickly and easily scour multiple repositories from one search engine, whether it be through a Natural Language Search or a decision tree, obtaining an accurate and timely resolution has never been easier.
HR Service Desk
Within the typical HR department up to 71% of time is spent on employee management. This includes answering frequent and generic inbound questions, resolving internal issues and disciplinary procedures.
These areas carry great importance but can easily be solved through allowing employees to self-serve their queries or to deploy a proficient HR service desk solution, to free up more time for workforce development and organisational management.
IT Service Desk
Whether deployed standalone or integrated with your ITSM tool, Universal’s combination of intelligent search, expert escalations, content management features and knowledge gap identification will improve your ITIL knowledge management processes.
Through the use of our comprehensive APIs, the KPS service desk knowledge management solutions automatically link tickets with their corresponding solution all within one agent screen, eliminating the manual capturing of resolution details.