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Customer Service - KMS

The Objectify Customer Service Knowledge Management module provides a repository for organisational information to be shared with its customer service staff and customers. It includes advanced features such as an integrated Thesaurus so that information is easily search-able and "speaks your customer's language."

The advanced features specifically help ensure that information is:

  • Quickly Implemented
  • Accurate and maintained in a timely manner
  • Easily found (with flexibility in search language used)
  • Continually improved using customer feedback, statistical analysis and language / term standardisation

Customer Service Business Needs

Organisations:

  • Must effectively manage masses of constantly changing information
  • Are asked hundreds, if not thousands of questions every day
  • Manage this with limited customer service staff possibly over multiple locations
  • May have turnover of staff in these areas creating a considerable training and
    communication challenge
  • Must somehow communicate effectively with customers (and staff) even though those people may not use the same terms to describe the same

How can customer service managers effectively collect, standardise, and manage all of this information and pass it on to the relevant customer service staff in a timely and effective manner?
This is the challenge that the Objectify Customer Service Knowledge Base meets.

Addressing the Challenge

How can the Customer Service Knowledge Base help you?
It provides a comprehensive solution to managing all of your Organisation's Customer Service Information. The Customer Service Knowledge Base helps you address these challenges through:

Management & Quality

  • Assigning responsibility for information management to "subject
    matter experts" across your departments
  • Maintaining an overall management view of information to be developed, feedback received, workflow processes and quality
  • Standardising the language used by your subject matter experts that develop the information items
  • Continually improve the quality of your Customer Service information through specific analysis tools

Search Features for Staff & Customers

  • Providing an easy-to-use web front-end for your customer service staff to use so they can easily find the information they need for both training purposes and for answering customer enquiries.
  • Providing an easy-to-use web front-end for your customers to use if you wish them to have the option of looking up answers directly
    themselves (instead of calling or waiting in line). Browse or Search
  • Help ensure your system "speaks your customers' language" with the thesauri integration - better quality search results, more often

Training & Promotion

  • Giving your staff specific instructions to review new and changed
    information items in time for "public launch" - you can audit their progress and compliance
  • Enable you to promote popular information items

Key Modules

Organisation Information Systems

  • Ability for subject matter experts to easily manage information via the Knowledge Management System
  • Restricted access for customer service staff to add new information items from your intranet site - to be automatically routed to the correct "subject matter expert" for review
  • Thesauri-check functionality when updating information so that the organisation- Preferred- Terms can be used consistently - you can standardise the language used within your information

Web and Intranet Site Search

  • Standard site templates with easy-to-use search functionality
  • Browse
  • Direct search
  • Promoted Information Subjects and Items
  • Integrated to thesauri ensuring the search engine can "speak your language"
  • Link to your existing web and intranet sites

Thesauri Management System

  • For managing the Objectify Thesaurus
  • For managing the Organisation's own LocalThesaurus
  • For importing and managing 3rd party Thesauri

Analysis & Feedback

  • Collect feedback on information entries and view that feedback during authoring to help improve quality of information items
  • Hit Counter" type analysis on how your organisation's Information is actually being used
  • "Search Terms" Analysis - see what your customers and staff are really searching for, and what terms they are using
  • Integration to Thesauri for easy updating of new synonyms to improve future lookups
  • Standard reports to meet your specific requirements:
  • Missing" information items that should be developed
  • Popular information items and subject areas that should be promoted

Organisation Benefits

  • Easily manage all Information in one place, in one system
  • Reduce management and training costs
  • Easy integration into your sites
  • "Close the loop" on continual quality improvement of information items
  • Easily distribute the information across many locations if required
  • Help reduce incoming calls to your customer service staff through customer "self service" on the website (if desired
  • Implement the system subject by subject if required