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.
Know your service, inside and out with detailed analytics and reports on engagement metrics, search patterns and insights to improve agent and content performance. Off-the-shelf reports deliver actionable insights for knowledge managers to identify content gaps, inquiry trends and search performance. Better plan your staffing requirements, training needs and uncover new opportunities for improvement.
Our KM analytics tool enables you to reduce operating costs and improve performance in a variety of ways such as:
Get automatically generated overviews to intuitively find all relevant information about a subject so you quickly find the right document or correct response.
Interactive, step-by-step guidance to the right solution. Create one process and deploy it to your agents, self-service and chatbots.
Our flexible block-based editor features includes an intelligent approval processes allow editors to easily create new articles as well as automatically flagging existing ones for review so nothing falls through the cracks.
Integrated e-learning is a quick and easy tool for training new employees in the office or remotely and providing them information about new content. Reduce onboarding and training times while increasing user adoption.
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.
Easily serve and stream large data files, such as videos, images, or PDFs, with an integrated multimedia server. Forget third party hosting or bulky files that slow down your KM system.
Chatbots answer service questions quickly, personally, and around the clock. They improve the customer experience and accelerate automation.
Taking a context-sensitive approach to providing dynamic service FAQs on your website significantly reduces frequent calls.
Serve your customers comfortably via virtual assistants like Alexa.
Learn more about our solutions first-hand:
Download the 2021 Market Study