Knowledge Management for Customer Service

USU

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Deliver exceptional customer service in every channel

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 – Knowledge base software for customer service

70 % fewer documents

80 % shorter training times

40 % higher first contact resolution rate

Analyzing your Operations is as Easy as Pie Charts

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.

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Knowledge Management Analytics

Our KM analytics tool enables you to reduce operating costs and improve performance in a variety of ways such as:

Understand how effective your knowledge base is

Identify peak inquiry times

Discover bottlenecks in your processes

Gain insight into least and most used search terms

Find searches with no results and identify content gaps

Gamify employee content contributions and feedback

Selected features

Dynamic AI-powered 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, self-service and chatbots.

Intuitive editor

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.

E-learning

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.

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 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.

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.

Virtual Assistants

Serve your customers comfortably via virtual 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 preferred channel: website and more
Streamlined ticket creation if a suitable answer is not found
Web self-service

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

Success Story

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USU Insights

White Paper

Knowledge Management for Customer Service

Modern knowledge management improves agent and customer experience, while reducing operating costs.

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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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