Web Self Service Solutions Benefits:
Provide your customers with a web self service help desk that serves their requirements around the clock
By allowing your customers to venture down the self service desk avenue a significant volume of unnecessary customer calls are deflected
Natural language search technology powered by a self-learning system ensures that the right answer is given at the right time
A comprehensive web self service solution at the heart of customer service operations ensures that customer service is never compromised
Providing the right answer at the right time via the most convenient route enables industry leading customer service
Web Self Service Solutions Customers
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)
Enhance customer experience & Reduce overheads
The challenge for any business in today’s fiercely competitive market is to continually enhance the customer experience, whilst at the same time reducing overheads. No matter the channel, a premium standard customer service strategy must be underpinned by flexibility and consistency.
Deploying a KPS web self service solution within your customer facing website provides your customers with the ability to perform advanced natural language searches, whilst also allowing them access to a self service portal containing modules such as automatic FAQs and hot topics. Automatically escalate customer queries to the next relevant channel and store your customers’ full search history to ensure that escalating a customer enquiry does not compromise customer service.
Deflect Inbound & Automate Outbound
Having a web self service knowledge base enables customers to choose the preferred path of online customer service with 70% of online customers expecting a superior online experience – a self service knowledge base allows you to provide just that.
Only 52% of online customers are able to obtain the answer to their queries through traditional keyword searches. The result of this? An unhappy customer and a costly call to the contact centre. Understand your customer by using advance natural language search technology to deflect costly inbound calls, improve first contact resolution rates and boost customer satisfaction up to 94%.
With Universal Knowledge web self service solutions at the forefront of customer engagement, not only can your organisation deflect a substantial volume of calls, but with auto email, you can now automate your email responses.
Using our auto-email technology, customers can now obtain a solution for those common and easy to solve enquiries via email with the added bonus of removing the necessity for agent intervention to answer their email allowing for an even further enhanced customer journey