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Knowledge Management System for Customer Service

Knowledge vs Content

Have you wondered why your people, internal and customer facing, aren’t able to find the right information at the right time?

The answer lies in your knowledge management system or the lack of one. The various systems in an organization — content management (CM), document management (DM), collaborative tools like SharePoint etc — don’t necessarily enable users to easily find the right information in time. While these systems are good at organizing and publishing content, they are poor at providing easy accessibility to the knowledge base. Content isn’t knowledge till you can find and use it in a timely manner.


Knowledge Management Systems

Dedicated knowledge management systems provide the solution to turning the vast amount of data companies collect into accessible knowledge. The advances in artificial intelligence (AI) are being leveraged to present answers to questions instantly with high accuracy. This empowers customer to find answers on their own, whether how to troubleshoot a handset or exchange an item or service requests. This leads to lower escalations, higher deflection of calls and ultimately higher first call resolutions. A win-win situation providing increased sales opportunities at reduced costs.

Watch a short video below to learn how powerful is the ability of a good knowledge management system to transform regular agents into supercharged service providers!

Do your customer service contact center agents have 20-pound brains?


If not, you need a proven knowledge management system as your guide

Your customer engagement strategy needs a proven knowledge management system to succeed. eGain’s award winning Artificial Intelligence-enabled knowledge software ensures that your knowledge is indexed and searchable, no matter how vast or diverse. It is findable at the time of need and the content reused optimally across channels and touchpoints. More importantly, it can be updated based on usage and allows users — authors, supervisors, agents — to collaborate on knowledge creation and maintenance. Hundreds of blue-chip companies have transformed their customer service operations with eGain’s knowledge management solution.

Knowledge + Artificial Intelligence is more than a 30-pound brain

eGain Knowledge+AI for customer service contact center agents (and for customers in self-service sessions) is powered by Case-Based Reasoning, an expert AI system for superior knowledge findability. This capability eliminates the need for your agents to have 20 or 30-pound brains! Instead it guides users through an interactive dialog-based Q&A session in finding the right solution — whether it’s the correct diagnosis of a complex and technical issue, the next best step in a transaction or an industry-compliant answer.

The ability to access the same source of knowledge ensures the quality and content can be assured. In short, your contact center organization can achieve the customer service holy grail of All Agents, All Calls! This directly solves one of the biggest pain point of customers today — different agents providing different answers and solutions.

Collate information from multiple sources for the right answer

A lot of unstructured content resides in multiple sources that are external to your knowledge management system, including that from social media pages, communities, and forums you are managing. eGain’s Knowledge + AI software enables you to easily connect various data repositories — CM, CRM, legacy knowledge systems etc — through data adapters to federate content. eGain Knowledge APIs provide customer service agents with relevant knowledge at the right time.

Analyze to ensure customer service success

Keeping track of knowledge usage by your agents in the contact center or other channels is critical. This allows you to assess knowledge success and effectiveness at every stage and customer touchpoint. The embedded analytics capability in eGain’s knowledge management system measures knowledge article use. It ensures that supervisors and knowledge authors are kept in the loop with a dashboard view of knowledge metrics and regular reports making it a breeze to update, modify and add to your knowledge and consequent customer satisfaction.