When your customers have questions or issues, they demand immediate, accurate answers in their channel of choice. Meanwhile, your products and processes are frequently changing and growing in complexity, making it increasingly difficult for a customer service employee to provide these answers. To keep your customers happy while maintaining your bottom line, you need to deliver this information quickly, accurately, and consistently.
Search less, find more. With Verint Knowledge Management, you can find answers quickly by searching, browsing, or following guided processes, with personalized results tailored to the customer’s context. Knowledge management can improve:
Speed: Reduce talk time.
User Experience: Improve customer satisfaction.
Consistency: Access to the same answers across employees and across channels.Agility: Push new and changed information to employees in real time.
Verint Web Self-Service delivers knowledge management articles to customers on the web and on mobile devices.
Verint Knowledge Management is available as part of Verint Engagement Management, a comprehensive solution for managing interactions in multiple channels with a unified desktop, underpinned by knowledge management, case management, and productivity-improving integration to related systems and data.