Livecom Knowledge bank is a dynamic, web-based self-service solution that shortens your virtual lines. The employees of your customer contact centre thus have more time for customers who do need personal assistance. The module runs on powerful context-analysis technologies, which add each self-service session of the customer to his or her customer profile.
Not from pillar to post
To be certain that online visitors are not left unsatisfied during self-service moments (for example if they cannot find the answers to their questions in the dynamic FAQ list), it is necessary to be able to switch quickly and easily to a real employee. If you also offer Livecom Chat, the history is sent directly to the most suitable employee, so that the customer is not sent from pillar to post. It appears from research that self-service applications are more readily used if it is clear that there is a ‘real’ employee available.
Your employees are also able to provide answers more quickly and in a consistent way when chatting or e-mailing, using the same knowledge bank. These macros can of course be personalized easily.
Quick knowledge bank implementation
You can implement Livecom Knowledge bank in just three steps:
- Decide what information you would like to see presented online, and save both the questions and the answers in the knowledge bank that Livecom provides by default.
- Determine where you want to have the dynamic FAQ list on the website.
- Choose the alternative options for customers who do not find a satisfactory answer in the knowledge bank, for example: e-mail, chat and/or telephone.
The return on investment (ROI) time for the implementation of our solutions can be as short as 3 months!
Also see our other Contact Centre products: