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 the knowledge base, allowing them to reduce customer handling time and improve first contact resolution rates.

Reduce Phone and E-mail Volumes:
Reduce phone and e-mail volume by giving customers 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 the knowledge base. 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 the knowledge base. Distribute the information using centralized knowledge sharing services, continually improving the quality of the application.