Self Service Software Solutions - Knowledge Base Software - Knowledge Powered Solutions (KPS)
Recommended Content

Web Self Service Solution

Save time and resources by creating a seamless interface between our web self-service knowledge management system and your company website to improve your 24/7 customer experience.

Request a demo

Our Knowledge Management System will increase productivity, reduce operational costs and provides a more extensive customer service offering

Web Self Service Solutions Benefits:

24/7 Customer Service

Provide your customers with a web self service help desk that serves their requirements around the clock

Reduced Operational Costs

By allowing your customers to venture down the self service desk avenue a significant volume of unnecessary customer calls are deflected

Improved Accuracy of Responses

Natural language search technology powered by a self-learning system ensures that the right answer is given at the right time

Consistent Answers across Multiple Channels

A comprehensive web self service solution at the heart of customer service operations ensures that customer service is never compromised

Unparalleled customer satisfaction

Providing the right answer at the right time via the most convenient route enables industry leading customer service

Other Knowledge Management Solution Features

On top of its core components, Universal Knowledge management products have a wide range of features applicable to each solution. Follow the links below to learn more about our comprehensive Knowledge Management product and how its features can help to solve your business issues.

Additional Features
Manage and Curate Universal Knowledge allows for multi level segregration of content topics

A single knowledgebase serving internal agents and self service users provides the most efficient solution for managing your information. Universal Knowledge allows for multi level segregration of content topics, even through to a single templated article providing information for both internal and self service use. This ensures that if your customer moves to assisted service, the agent will have immediate access to the same information your customer has viewed on the web, in addition to any further detail provided for the agents, reducing system administration headaches and optimising service levels.

Click buttons to view more
Knowledge Capture Embedded images and videos will bring your content to life

Our content creation tool provides an easy way to create content in specific styles and formats, ensuring consistency of style and structure. Embedded images and videos will bring your content to life, so customers can quickly resolve their own queries in a simple manner. Sections within templated content can also be flagged for different devices, so that agents and customers get the best experience no matter what size of device they are using. Decision tree content provides a simple to create step by step resolution guide, ideal for customers to easily troubleshoot their issue.

Click buttons to view more
Share Automatically push notifications

Automatically push notifications and hot topics to your self service portal, to ensure your customers are kept up to date on important news. Automatic expiry dates significantly minimises the administration of your portal and reduces the need for IT involvement.

Click buttons to view more
Reports and Insight Report dashboards enable you to get a high level overview

A full understanding of your knowledgebase and customer activity levels on your self service portal, significantly reduces administration overheads and provides true insight on your customer behaviour. Report dashboards enable you to get a high level overview of your knowledgebase statistics for management reporting, with additional real-time views of document usage and user behaviour available from an administrator’s workspace area.

Click buttons to view more
Auto-Email

Utilise a self service desk to Reduce the volume of inbound customer calls and improve first contact resolution by automating your frequently email responses. Providing your customers with access to fast and accurate responses via email has never been easier and is a sure fire way to boost customer satisfaction.

Search

Our knowledge management self service allows you to understand the context of your customers’ queries and provide accurate answers online first time through gearing up your website with our Natural Language Search technology. By providing the option of not using keywords customers can ask a question in their natural language and receive an accurate answer.

Social Media Integration

Social media has an ever increasing presence in today’s society so providing social media as a customer service channel has never been so important. Engage with customers and allow them to access a self service desk through a variety of platforms to increase the spectrum of which information is readily available.

Mobile

Customers are increasingly expectant of being able to utilise today’s technologies and use devices such as smart phones and tablets to gain access to information. Implementing our web self service software ensures customer experience is the same from every device. Being able to apply a self service desk in this way , positively effects customer experience as answers are never more than a click away.

Decision Trees

Customers are increasingly expectant of being able to utilise today’s technologies and use devices such as smart phones and tablets to gain access to information. Implementing our web self service software ensures customer experience is the same from every device. Being able to apply a self service desk in this way , positively effects customer experience as answers are never more than a click away.

Self Service Portal

A highly visual self service portal containing modules such as automatic FAQs and hot topics provides your customers with a high level global view of your knowledgebase further decreasing the time spent to acquire an accurate resolution – all without the need for agent contact.

Reports

Understand your customer base at a global view using our inbuilt reports. Gain valuable insight into user behaviour and analyse searches by topics, resolution success and content usefulness. Effective measurement of your online web self service solutions is key to their continued success.

Discussion Forums

By implementing customer support forums experienced customers can feel part of the community by answering other customers’ questions and queries. Online community forums can act as a channel for consumers to participate in sharing ideas and the development of new products and services.

Web Self Service Solutions Customers

‘Universal Knowledge provides us with an easy to use content creation tool, in addition to us being able to incorporate existing forms of knowledge. 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’. SRO Tony Lackey, Managing Director SRO Solutions

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
I could not be happier with our decision to use KPS Universal Knowledge in our contact centre. Our team is finding answers quickly enabling us to provide timely and accurate responses to the citizens of Baldwin County. Baldwin County Commission Shannon Spivey, Customer Relationship Manager Baldwin County Commission

“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 – Universal Knowledge 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

Other Solutions

Try out KPS for yourself

Sign up for a demo today!

Case Study Contact form CTA