How can you deliver flawless knowledge management on site, on the go, and when working from home?
Serviceware. That’s how.
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Serviceware Knowledge – The Leading Knowledge Management Solution
Be it working from home or delivering top-level customer service to all of your clients. In this world of rapidly accelerating digital transformation and economic uncertainties, it is more important than ever before to manage your company’s knowledge efficiently and sustainably. A solid knowledge base needs to be accessible anytime, anywhere, and immediately.
Do you face these common challenges within your service centers?
- Product and process data is not accessible across locations or remotely from home
- Remote teams and and working from home aggravate the exchange and flow of information in person
- Updates to company, product, or process information are not consolidated and outdated information is shared internally and externally
- New strategic information is not widely made available, forcing many companies to merely re-act rather than act
- Long resolution times and low solution rates in customer service due to a lacking knowledge base and unhelpful self-service offerings
If your helpdesk is not able to successfully adapt to the development of your company knowledge and ever-changing conditions, you might put the short-term and long-term success of your business at risk. Even outside of worst-case scenarios, higher processing times and low resolution rates during first contact will put you at a significant and avoidable competitive disadvantage.
On the flipside, proper knowledge management powering your helpdesk and your customer service management can make all the difference for process optimization. Accelerating internal service processes and delivering faster, higher quality customer service will give you an edge over your competitors whether it is in B2B or B2C contexts.
The best way to deliver on all these increasing and changing demands of information and customer service management is the implementation of a tailor-made software solution for knowledge management. Serviceware Knowledge allows you to manage your entire company knowledge in one centralized database. Thanks to an intuitive interface you can guarantee that all users get the knowledge they need whenever they need it.
Key benefits of knowledge management with Serviceware Knowledge
Benefit from an intelligent search engine to reduce resolution times
Improve customer service for higher customer satisfaction and customer loyalty
Consolidate all company knowledge for a single source of truth
Leverage AI for increased automation and faster service
Utilize chat bot integration and messaging so customers can resolve issues faster than ever
Use self-service website widgets to improve the customer experience
30 day trial: our offer to you!
Try work from home ready Serviceware Knowledge (SABIO) – 30 days for free!
The Serviceware Knowledge Management solution is the centerpiece of customer service at OTTO when it comes to target-oriented knowledge. Our decentralized organization enables us to achieve a uniform level of knowledge among all employees in their daily contact with customers. Through automated notifications in particular our information flows have become more efficient, and our content is always up to date. And best of all: all users have the opportunity to help shape the content, contribute their own suggestions and thus continuously improve the quality of our knowledge for our customers.
Sneak peek: Messaging and chat functions are coming soon!
Everything you have been waiting for is going to happen. Messaging and chat features are going to be integrated into Serviceware Knowledge for the first time in the coming months. Right now, our team is working hard to get this new feature up and running and you can expect more detailed information on this very soon. In the meantime, you can read about some of the benefits this will bring. Eleftherios Hatziioannou the Serviceware expert on messaging analyzes multichannel and omnichannel strategies powered by messaging services. He provides recommendations in many customer service situations and discusses the potential that modern messaging apps will give you in the future.
Benefits of company-wide knowledge management and top-level customer service management
Find knowledge fast and easy
Equipped with a powerful search engine, Serviceware Knowledge helps you find everything you are looking for. Whether working from home, on the road or in the customer service office, get your knowledge anywhere, anytime, and immediately.
Organize knowledge efficiently
The easiest to use product on the market structures your knowledge visually and allows you to store content just the way you need it.
Share knowledge through all channels
Powerful rights and role management, several apps, and an open API seamlessly integrate Serviceware Knowledge into your business.
Read our e-book that gives a 5-step approach into how to introduce Knowledge Management into your company.
One source of truth for one million calls per year
Commerz Direktservice uses Serviceware Knowledge to deliver on-point knowledge - and by extension, great customer service.
Read the case study!Also covered in the Serviceware Platform
Cut costs, optimize budgeting, and gain transparency over all of your finances for IT and shared services
Ensure seamless, digital service processes to support customers and employees across all departments
Optimally allocate resources, automatically plan routes for mobile agents, and significantly increase customer satisfaction
Wondering how that relates to your business case?
Get in touch and we will answer all of your questions!