- Improved First Contact Resolution (FCR) rates: 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
- Reduced Average Handling Times (AHT): 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%
- Improved agent competency and efficiency: With an interactive and modern UI accessing accurate knowledge has never been more simple
- Improved productivity and innovation: 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
- Reduced operational costs: KPS service desk knowledge management solutions can help to reduce annual support expenditure by up to 20%
- Capture and share tacit knowledge: Up to 80% of knowledge is tacit knowledge, recording and sharing this invaluable asset only enhances the calibre of your service desk operations
Service Help Desk Knowledge Management Solution
Service Help Desk Solutions Benefits:
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.
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 help deliver efficiency savings and improved customer service within your IT service desk.
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.
Natural Language Search enables your agents’ search to be understood using their own wording without having to insert keywords. By utilising the search functionality in Universal’s helpdesk knowledge management agents are taken directly to the location of a document that contains the answer. This removes the need for agents to trawl through lengthy documents and saves vast amounts of time.
Within Universal’s IT help desk knowledge management software a comprehensive content management function allows knowledge authors to effectively manage content by setting creation and expiration dates as well as having the ability to automatically perform bulk uploads of documentation from multiple repositories.
Universal’s IT knowledge management tool allows agents to easily create information internally with our document editor or leave information from multiple repositories in-situ to be leveraged into the knowledgebase without compromising search quality. Leverage internal and external knowledge sources including intranets, file shares or even SharePoint repositories.
With Universal’s help desk knowledge management reports administrators can access key metrics such as user/document usage statistics and gain further understanding of your knowledgebase. Knowledge gap reports provide a quick, high level overview of areas of content that may be ‘under performing’, allowing you to prioritise knowledge creation/updates and boost service desk innovation.
Our comprehensive set of APIs allow our service desk knowledge management solutions to be integrated with service desk tools or ITSM applications for a seamless agent experience. Having an IT knowledge management system which has the ability to automatically link solutions to inbound tickets will reduce resolution speeds which will ultimately enhance customer and agent satisfaction.
The notifications portal within Universal’s IT knowledge management software allows administrators to push information such as problem descriptions, FAQs, required reading and hot topics to agents. By using this feature, managers can ensure that agents are kept up to date with the latest developments making the knowledgebase a core tool in incident and problem resolution.
Review & Approval
Review and approve content prior to publication to ensure that the most accurate knowledge is circulated to your agents. Assigning experts or dedicated knowledge authors for content reviewing prior to publication of new or updated documents gives your agents the confidence to perform daily tasks more competently than ever before.
Gain access to full audit trails on information in your help desk’s knowledge management system such as agent’s ‘received and read’ notification status’ along with document version history. This advanced level of traceability in your IT knowledge management tool allows administrators to easily visualise and prioritise content editions.
Manage information easily and effectively to further reduce the speed at which agents are able to acquire the information that they need. Through the use of our taxonomies function agents have the ability to quickly filter through documents within Universal’s IT knowledge management tool adding further to your agents’ ability to provide premium customer service.
Universal’s IT Knowledge Management software is a self-learning system that improves with usage – the more it is used the better it becomes. Universal Knowledge has the ability to learn from a user’s query and the successfulness of the resolution that was provided, optimising its ability to enhance the accuracy of future searches.
Universal’s IT Knowledge management software provides multiple ways of searching for and pinpointing the required information. Universal’s self service portal allows agents and end-users alike to self serve their problem using an easy to navigate portal that will both reduce inbound ticket volumes and improve customer satisfaction.
Encourage collaboration between service desk agents to be the every day norm by implementing discussion forums. Providing a platform whereby agents are able to start conversations about specific tickets, customers, products or issues they will be able to solve help desk tickets faster, and reduce support costs.