Knowledgebase

Knowledgebase

Leverage Power of Information

Knowledgebase 2018-03-28T08:55:50+00:00

Resolve Issues Faster with Talisma Knowledgebase

Talisma Knowledge base empowers your customer service staff by providing instant access to critical knowledge at the heart of your operations, reducing operational costs and improving business efficiency and growth.

Develop Content Easily and Efficiently

With Talisma Knowledgebase, service and support groups can continually capture, create, and refine knowledge solutions as part of their daily workflow. As solutions are approved and published to the knowledgebase, they become immediately available for shared use across functional areas and multiple channels, including phone, email, chat, and the Web. Users can easily tailor content delivery to different audiences using content rules and branded knowledge article templates.

Develop Content Easily and Efficiently

With Talisma Knowledgebase, service and support groups can continually capture, create, and refine knowledge solutions as part of their daily workflow. As solutions are approved and published to the knowledgebase, they become immediately available for shared use across functional areas and multiple channels, including phone, email, chat, and the Web. Users can easily tailor content delivery to different audiences using content rules and branded knowledge article templates.

Track Results

Easily track and report on knowledge articles accessed, categories of knowledge used, questions asked that did not result in a correct answer, customer satisfaction levels, and much more. In addition, detailed information about each knowledgebase visitor’s query is logged in the contact record and available for reporting and analysis at a future time.

Key Benefits

  • Handle larger enquiry volumes and better manage spikes in demand
  • Reduce hold times, increase first-time resolution rates, resolve issues faster, deliver precise answers, and offer self-service options for long-term customer loyalty
  • Direct the easiest, most repetitive questions to Web self-service
  • Experience an immediate return on investment by directing expensive phone calls to the Web, while maintaining current staffing levels

Key Benefits

  • Handle larger enquiry volumes and better manage spikes in demand
  • Reduce hold times, increase first-time resolution rates, resolve issues faster, deliver precise answers, and offer self-service options for long-term customer loyalty
  • Direct the easiest, most repetitive questions to Web self-service
  • Experience an immediate return on investment by directing expensive phone calls to the Web, while maintaining current staffing levels

Agile Content Management

Rule Based Content Delivery

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Success Stories

Charles Sturt University

Integrated Knowledge Management with student website.

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