Knowledge Loop eliminates unnecessary contacts to the call center by enabling or enhancing existing self-service capabilities of the Customer Support Portals.

Knowledge Loop extends traditional Customer Support Portal capabilities by adding sophisticated information retrieval, self-service resolution, assets management, content upload/download capabilities, collaboration and knowledge utilization analytics.

For companies interested in replacing their existing Customer Support Portal, Knowledge Loop offers end-to-end solution, including redesign of business process to increase rate of self-service, usability analysis, user interface design, technology implementation (deployment and customization of pre-packaged capabilities) and integration with internal systems.

KnowledgeLoop's Customer Support Portal self-service capabilities enable customers obtain information, apply for services and complete transactions more quickly than ever before.

Knowledge Loop provides unified, access-controlled, information to CSRs and Customers. It closely monitors information utilization and suggests content improvements opportunities to the knowledge management team, making process of content creation, management and publishing easier and transparent to the organization. By integrating feedback and content improvement suggestions provided by Community of Customers, Employees and VARs, Knowledge Loop enables continuous content improvement process and ensures that content becomes more relevant over time vs. getting desynchronized with the business and stale.

To enable rapid and cost-effective deployment, Knowledge Loop provides "Out-of-the-box" templates that can be styled and customized to fit company requirements.

Contact us to learn more about our innovative Customer Support Portal Capabilities (enable link to the contact us form)

According to Forrester Research, enterprise search has become mission-critical for success of a firm. Gartner cites the suddenly clear value of enterprise search in company IT architectures.

In today's marketplace, with data repositories across the enterprise growing at exponential rates, internal knowledge and relevant information is becoming increasingly difficult to find and retrieve when it is needed. In the information age, business knowledge is accumulating at an accelerated pace. For many employees it is impractical to manually sort and analyze all of the data in order to make the best decisions in a reasonable timeframe.

Knowledge Loop provides a powerful, flexible, and scalable enterprise search platform that helps regular people find, analyze and understand information across the enterprise. By bringing together content from file systems, content management systems, databases, email, and other repositories, Knowledge Loop enables users throughout the enterprise to gain the insights that foster better decisions and increase productivity.

Knowledge Loop delivers integrated search and navigation over information, regardless of the source or format. Visitors are able to search through various types of content in their own terms, precisely communicating their intent through a guided refinement dialogue that leads them to exactly the information they are seeking. Moreover, they see related content, automatically determined from their task context, which catalyzes further exploration and discovery.

An experience where visitors can always find the best information your company has to offer for making decisions. This experience translates directly into AHT, FCR and CSAT improvements. Furthermore, the search experience is improved automatically through usage.

Knowledge Loop empowers CSRs with the powerful search capabilities allowing to resolve issues faster (AHT-impact) and correctly therefore avoiding multiple calls about the same issue (FCR-impact). It also helps Customer to find relevant information and avoid calling support (Self-Service-related benefits).

Our patent-pending search algorithm quickly and accurately identifies important knowledge and relevant relationships between knowledge, experts and cases.

Unique Technology allows permissions-based indexing of documents located in multiple repositories such as MS SharePoint, SalesForce, Oracle CMS, SAP CMS, Perforce, JIRA, Bugzilla, etc. Granular Permission Control of the displayed search results ensures that customers, CSRs, VARs, partners, etc., seeing only documents that they are allowed to see. Customers can view documents in their preferred viewer. However, Knowledge Loop also provides document viewers for most standard document types.

Knowledge Loop Knowledge Utilization Analytics closely monitors and analyses content usage to suggest Knowledgebase improvement opportunities and evaluate performance of the knowledge workers.

Finally, documents can be cached for performance and high-availability.

Traditional knowledge creation is cumbersome and costly, requiring highly trained authors to write content in a specialized and complex structure. Knowledge Loop changes the paradigm and provides powerful platform enabling not only employees, but also customers and partners (VARs) can contribute to the knowledge creation and review process, while preserving appropriate levels of the content control and permission-based visibility.

KnowledgeLoop's platform for collaborative knowledge creation includes Knowledge Analytics for identifying areas where knowledgebase needs improvements, Knowledge Search tools for evaluating multiple knowledge sources and suggesting content most relevant for the knowledgebase improvements, tools for employees, customers and partners to capture new knowledge as a natural part of their work and collaboration capabilities enabling people discuss and collaboratively improve knowledge articles.

Knowledge Analytics not only suggest areas where creating additional content would be most impactful but also identify individuals within organization who would have most appropriate experience and qualifications to contribute to the knowledge creation for each content area.

Furthermore, Knowledge Search looks across multiple touch points such as customer behavior on self-service portal, email requests, agents searching for knowledge, case escalation history, support cases, etc. and suggests the best documents to act as a starting point for the Knowledge Creation Workflow.

The Knowledge Creation Workflow takes content through a sequence of steps involving content assembly, editing, reviewing in collaborative environment, collecting feedback from experts, obtaining appropriate approvals, standardizing, applying HTML templates, access-control tagging and publishing to the Customer Support Portal.

KnowledgeLoop tracks context-sensitive knowledge in the course of each interaction. This allows highly-tailored enterprise-driven recommendations to be pushed to agent at the appropriate point.

Knowledge Analytics consists of employee performance management analytics for the knowledge workers and knowledge utilization analytics.

Performance management analytics for the knowledge workers enables to identify and recognize top contributors to the knowledge creation process based not only on the number of documents created by individual, but also on the quality of content as it relates to successful case resolution across self-service, email response and call center channels. Empowered by such Analytics knowledge managers can more effectively engage organization into the knowledge creation process and demonstrate ROI from the better knowledge as it relates to the bottom-line of the business, cost of supporting customers.

Knowledge Utilization Analytics monitors content utilization across multiple channels, looking for the "knowledge Gaps" and suggests content improvement opportunities leading to better support, higher self-service rates, faster call resolution and more accurate answers, which in turn mean lower repeat call rates.

Knowledge Loop leverages industry leading Web 2.0 technologies to create and distribute visually appealing reports. These reports are highly customizable and can be adjusted to meet demands of the most advanced organizations.

Knowledge Loop's Intelligent Email Response capability enable self-service for people who do not have access to Web Browser and would like to access self-service capabilities via email from hand-held devices.

Most of the companies these days provide inbound email capabilities for customer support. Typically these inbound emails create cases in CRM system and CSR attends to such cases independently of the contact channel and typically sends reply or request for additional information via email. However, cases originated via email are unframed and often luck information required by CSR to resolve the case. Hence, CSR has to email back-and-force with the customer to obtain all required information prior to resolving the case. This is lengthy, inefficient and frustrating for both CSR and Customer process. As a result, many companies shut-down their support emails instead redirected support traffic to the Web Portal.

However, what if a company would be able to automatically recognize emails that require simple answer and resolve these while pushing more complex cases to the Web or CSRs? Isn't it similar to customer's behavior on Support Portal? Customers search for information and if they cannot find the information they are looking for, they create case or call support.

At Knowledge Loop we see direct correlation between quantity and quality of accumulated knowledge documents and self-service rates. We also see correlation between the knowledge and CSR metrics such as (AHT and FCR).

The Intelligent Email Response solution utilizes patent-pending Knowledge Management technologies such as Enterprise Search and Knowledge Improvement Loop to match incoming support emails to available knowledge articles and based on the match accuracy thresholds either reply customer with a solution or direct customer to the Support Portal for case submission via Web forms. The software utilizes Active Learning Techniques to closely monitor how customers interact with the Email Response and Customer Support Portal to further improve accuracy of email responses and self-service rates.

Assets Management is an important part of customer self-service. For example, customer should not have to call Customer Service to find out status of device warranty or software service agreement. Many hardware companies enhance their devices with "call home" capabilities and in case of device failure it is able to notify customer case and in many instances support case is created and 'help' is dispatched before customer becomes aware of the problem.

Knowledge Loop's Assets Management provides "Asset Centric" view for portal customers and enables them to obtain asset status, including warranty information, alerts and notifications, documentation, download patches or/and device drivers, view device statistics, open and view support cases, download Asset-specific files, etc.

Knowledge Loop's Assets Management capabilities are available as part of the Knowledge Loop's Customer Support Portal or as a standalone capability for integration into existing Customer's Support Portal.

Knowledge Loop's proven Collaborative Support solution used by leading high technology and computer software companies to differentiate their customer support services and reduce time-to-resolution by 70%.

Challenges

Most support systems in use today were designed for one support analyst working and resolving a customer issue, assuming a tiered escalation model. Companies that sell enterprise solutions are abandoning this model at a rapid clip. Simply put, this model breaks down when customer support issues require the expertise from multiple disciplines across the organization, forcing analysts to go outside the CRM system and leverage their personal network of contacts through e-mail, instant messaging and phone calls to resolve the issue. The process is ad-hoc, inefficient and fails to build knowledge that can be reused on the next call.

Does your organization face any of these challenges?

• Too many issues escalated to expensive level 2 or level 3 resources? Little to no improvement in time to resolution
• Expensive knowledge base content development
• Long authoring cycles for knowledge base content
• Declining customer service metrics for critical issues
• Unstructured team resolution process
• Inefficient ramp up for new products and releases

Our Solution

KnowledgeLoop helps you implement a knowledge-centered support strategy by augmenting your existing investments in support systems and knowledge bases by:

• Identifying and managing domain experts throughout the organization with their skills, aptitude, availability and track record of success solving similar issues
• Structuring the complex incident resolution process with available solutions, diagnostic approaches, relevant documents and online collaboration with subject matter experts
• Automatically capturing the knowledge developed - during the resolution process - and organizing it according to your unique taxonomy
• Immediately publishing new knowledge to your knowledge base, making it available for reuse on the next customer call
• Identifying the performance of your team to resolve critical issues and to highlight skills development needs
• Integrating with your existing systems with proven adaptors to leading support systems.

The Benefits

With no barriers to participation and knowledge that builds on every interaction, you will enjoy a team-based support process to:

• Realize up to 70% improvement in resolution time
• Effortlessly build knowledge base content and reduce support costs? Lower cost of support by shielding your expensive Level 2 and Level 3 analysts away from issues easily resolved by Level 1.
• Effectively train new analysts with online mentoring programs
• Easily identify costs and performance metrics by root cause

The best part of the KnowledgeLoop's solution is that is simple to implement and fits with today's budget constraints so you can quickly get started. A fully deployed system can be delivered in days and start creating value that will generate a return on your investment in a few weeks.

KnowledgeLoop collaboration platform gives you the building blocks you need to manage and optimize the issue resolution and knowledge capture process by focusing on the following:

• Self-Resolve: Search and resolve before asking for help
• Visibility & Control: Capture and track all open situations
• Match Experts: Find, delegate or deflect
• Team Resolution: Communicate, collaborate and resolve
• Answer Once: Automatically capture answer for re-use
• Understand and Improve: Analytics and Reports

With KnowledgeLoop, teams can easily span organizational, geographic and company boundaries. Best of all, you can leverage the knowledge and insight automatically captured during resolution to improve your support processes, customer relationships and satisfaction levels.

KnowledgeLoop platform allows users to work in a favorite Web browser or directly in Microsoft Outlook with advanced knowledge building and team collaboration tools to access relevant information, find help from experts and resolve complex issues faster.

KnowledgeLoop platform leverages Web 2.0 technologies to deliver appealing look and feel, wide software / hardware compatibility and ability to seamlessly integrate with other enterprise applications, including your CRM, call tracking and existing knowledge management systems using Web services and XML-based APIs. This standards-based approach allows you to offer valuable new collaborative customer support and account management functionality to your customers, partners, and suppliers.

Content Management System (CMS) is software that keeps track of every piece of content of your Web site, much like your local public library keeps track of books and stores them. Content can be simple text, photos, music, video, documents, or just about anything you can think of. A major advantage of using a CMS is that it requires almost no technical skill or knowledge to manage. Since the CMS manages all your content, you don't have to.

Knowledge Loop created CMS to speedup customization and localization of the Support Portal and related capabilities represented to end-users as HTML pages. Leveraging CMS non-technical users can quickly design, customize, add, edit and deploy Knowledge Management capabilities as part of the Customer Support Portal or as a complete Customer Support Portal Solution.

Knowledge Loop's CMS provides the following capabilities:

• GUI for creating and managing site structure and insuring consistency across page layouts
• Templates management for HTML pages
• Automatically incorporates page header, footer and navigation elements (ex. menus)
• Web Links Management
• Page caching, granular-level module caching, and GZIP page compression for faster loading of website pages.
• Making content searchable and indexable
• Keeping track of users, their permissions and security settings
• Content Upload Tool for delivering large log files and knowledge documents to the company.
• Site Administration Tools including Security Console for managing users, groups, roles and permissions.
• Capturing site usage and delivering customer feedback analytics
• Internationalization support allowing translation of HTML pages in a WYSIWYG style editor.