Talisma Knowledgebase Benefits

Provide Customers with Immediate Answers:
Give customers immediate, 24x7 access to critical information. Through a self-service portal view, customers can find answers using powerful search methods, FAQ's, forums, and more.

Improve Support Staff Effectiveness:
Customer service and support staff can access Knowledgebase, allowing them to reduce customer handling time and improve first contact resolution rates. Sophisticated search capabilities enable agents to search quicker and more effectively.

Reduce Phone and Email Volumes:
Reduce phone and e-mail volume by providing customers with information and self-help online. When an agent is required to solve an inquiry, easily direct the customer to the most appropriate channel through seamless escalation paths.

Execute Up-sell and Cross-Sell Programs:
Market and manage promotional campaigns related to product or service searches within Knowledgebase. Provide customer service agents with simple prompts to suggest offers to customers during an assisted service interaction.

Gain Customer Insight:
Learn about customer needs and preferences, and understand how to improve content and processes through in-depth reporting capabilities.

Update and Share Information:
Encourage employees to contribute content to Knowledgebase. Distribute the information using centralized knowledge-sharing services, continually improving the quality of the application. Most file formats and documents are accepted so document upload is quick and simple without format conversion.