Knowledge Management for Customer Service
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.
Customer service needs
How you benefit
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.
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 β 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
Knowledge Management for Customer Service
Modern knowledge management improves agent and customer experience, while reducing operating costs.
Customer Service while Working from Home
Results of USU's study "Customer Service during the Corona Crisis"
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.
Smart businesses use USU Knowledge Management for Customer Service
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Get to know Knowledge Management for Customer Service now
Learn more about our solutions first-hand: