Revolutionize Knowledge Discovery for True Self-Service & Unparalleled Support Turnarounds
A common challenge that organizations face with KCS is its incorporation. It shouldn’t feel like extra work or hamper the employees’ productivity. KCS Enabler can help you with that. It seamlessly integrates KCS practices into the workflow and keeps everyone happy!
Resolving undocumented cases takes time & energy. And when these resolutions aren’t added to the KB, your agents have to reinvent the wheel over and over for the issue. As your agent resolves a new issue, KCS Enabler analyzes the response and auto-populates an article out of it.
Once new content is added to the KB, it is imperative to see if it is worth its salt. KCS Enabler comes with a dedicated report that reveals how frequently the new articles were shared and attached to cases. This helps you easily quantify KCS success and monitor content performance.
There can be no KCS without knowledge creation. So it makes sense to call out the top contributors to your KB and appreciate their efforts. Here again, KCS Enabler helps. When you combine individual contributions with usage statistics, you can easily find your KCS champions!
SearchUnify provided responsive project management, high technical acumen and timely communication throughout our deployment.
After implementing SearchUnify, the quality of support improved significantly as our support heroes could access relevant information.
For us, technology is just one piece of the puzzle while the vendor and its attitude makes up for the rest.
The level of metrics detail that SearchUnify provides for me in the administrator dashboard is impressive and useful.