| KEY BENEFITS |
- Reduce call volumes without reducing quality of service
- Increase first call resolution with accurate information management
- Deflect calls through a customer accessible knowledgebase
- Engage customers with self service and peer service
- Sustain service levels even though incident volumes are increasing
- Increase agent productivity by consolidating customer information
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Information is a critical tool in customer support and help desk management. With ever increasing product and service complexity and the attendant dramatic spikes in service request volumes, information management and a usable knowledgebase are key requirements for today’s service desks.
Moreover, as customer support and help desks evolve, self service with access to a knowledge management system is increasingly the preferred support channel by customers.
PhaseWare Solution
PhaseWare’s Knowledge Management solutions empower customers and service professionals with a comprehensive repository of customer information and issue solutions. With a rich set of self service features including natural language search and result ranking capability, PhaseWare's Knowledge Management software promises true service differentiation. By providing easy access to information from the knowledgebase, FAQs, product briefs, downloads, peer service, and more, customer satisfaction and support agent productivity improves exponentially.
The key drivers of PhaseWare's Knowledge Management solution include support desk automation and self-service options, providing faster service cycle times.