Greatly Reduce Routine Customer Service Inquiries

Talisma Knowledgebase is a powerful and robust system that enables customer to instantly locate correct answers to their specific questions 24x7 via the Web site.

Increase Customer Satisfaction
Talisma Knowledgebase offers an intuitive user interface and flexible workflow experience that supports individual problem-solving approaches, improving first-time resolution rates. Inquiries are easily answered, as the solution actually opens the appropriate document and highlights the respective answer.

Use employee time more effectively
By deflecting service-oriented phone calls to the Web where customer serve themselves, staff can concentrate on answering more complex questions by phone. Of course, if a visitor needs additional assistance beyond the knowledge base, it is easy to escalate from the Talisma Knowledgebase to live, employee-assisted service via email, chat, or phone.

Customize Talisma Knowledgebase to fit unique needs
Talisma Knowledgebase integrates with other leading text search engines and takes full advantage of valuable knowledge that already exists throughout the organization. When coupled with the Talisma Natural Language Processing (NLP) Engine, it can deliver answers from documents in any of 225 formats, including text, PDF, HTML, Microsoft Office file types such as Word and Excel, and other common options.

Institutions can easily configure Talisma Knowledgebase user interface to fit into its branded Web site. In addition, staff can define how the solution delivers answers to constituent questions.

Gain insight through in-depth reporting
Talisma Knowledgebase tracks and reports on the questions asked, articles and FAQs accessed, response times, satisfaction levels, and more. It logs detailed information about each interaction, storing that data to be available for reporting. With more than 50 standard reports available, including escalation rate reports, institutions can improve processes and enhance their knowledgebase while finding and filling the gaps in constituent services.