Knowledge Management for Customer Service

Deliver exceptional customer service in every channel

Leading knowledge management solutions for top customer service

USU predictive Knowledge Management solutions support your customer service team by delivering the tools it needs to serve customers whenever and wherever they need help.

Automatically ensure agents have accurate, up-to-date and quality-assured content at their fingertips. USU Knowledge Management provides agents with interactive support for guaranteed higher productivity and a better agent and customer experience.

Improve customer & agent experience while reducing operating cost.

See how

Customer service needs

Shorter call-handling times

Increased first contact resolution rate

Consistent service quality across channels

Higher productivity

Lower service costs

Excellent customer experience

How you benefit

fewer documents

faster training period

higher first contact resolution rate

Selected features

Dynamic search

Get automatically generated overviews to intuitively find all relevant information about a subject so you quickly find the right document or correct response.

Decision trees

Interactive, step-by-step guidance to the right solution. Create one process and deploy it to your agents, customers and chatbots.

Intuitive editor

Our flexible editing feature and intelligent approval processes allow editors to easily create new articles as well as review existing ones.

E-learning

Integrated e-learning is a quick and easy tool for training new employees and providing them information about new content. Reduce onboarding and training times while increasing user adoption.

Multilingual Ready

Easily and clearly provide knowledge in the languages you need: Using country or market specific workflows, create content as uniformly as possible yet as individually as needed.

Dedicated media server

Easily serve and stream large data volumes, such as videos, images, or PDFs, with an integrated multimedia server in your knowledge management system.

How to Choose a Knowledge Base

Give your customers the omnichannel experience they expect

Chatbots

Chatbots answer service questions quickly, personally, and around the clock. They improve the customer experience and accelerate automation.

Customer Self-service

Taking a context-sensitive approach to providing dynamic service FAQs on your website significantly reduces frequent calls.

Voicebots

Serve your customers comfortably via voice assistants like Alexa.

Benefits for your Support Team & Customers

Agents

The right information in the right context delivered for each inquiry
Wizards interactively guide support staff
Innovative features help keep knowledge up-to-date
Intelligent references — for example, to frequently used solutions
Agent assistance to help your staff

Editor

Quick and easy document creation using templates
Personal task area with automatic notifications
Less effort to maintain documents
Secure archiving and versioning of documents

Managers

Predefined standard reports
Informative evaluations
Easily customizable to reflect your internal workflows and processes

Customers

Quick and easy help in response to questions and problems
Support in their preffered channel: website and more
Streamlined ticket creation if a suitable answer is not found
Web self-service

Quickly and easily integrate our solution into your CRM, CCaaS, ITSM or other existing system

White Paper

Knowledge Management for Customer Service

Improve Customer & Agent Experience while Reducing Operating Cost

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E-Book

Customer Service while Working from Home

Results of USU's study "Customer Service during the Corona Crisis"

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White Paper

Next Generation Chatbots

Chatbots are getting better all the time. Forget the clunky bots of years past. The next generation of chatbots offer a new conceptual and technical framework which means new opportunities for you in customer service.

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