An important factor in achieving scalability of support organization is company's ability to enable customers quickly and efficiently find accurate and relevant information eliminating the need for phone conversation with the support agent. Numerous customer surveys show that highly-leveraged self-service capabilities not only reduce cost customer support but also increase customer satisfaction and lead to formation of a loyal customer community around the self-service portal and related forums.

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)

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.

Majority of customer service and support organizations have already invested in call routing and case management systems, yet the issue of meeting SLAs and growing support costs persists.

Knowledge Loop helps customers to move large percentage of the interactions to the web-based Customer Support Portal and efficiently leverage support knowledgebase to enable customers resolve problems themselves and, in many instances, even help each other by leveraging collaborative capabilities of the portal.

Knowledge Loop allows customers create support cases right from the portal's 'Search for Solution' interface and provides knowledge engineers with analytical information regarding 'content gaps' and the knowledgebase improvement opportunities.

KnowledgeLoop has robust integrations with the leading case management systems and provides seamless service resolution experience across customer case processes. The knowledge searches and customer profile from a CRM system is used to drive the resolution process. Case notes, resolution session information and new resolution solutions are then captured as part of the CRM case. Additionally, information from the CRM or case management system can be used to tailor the self-service experience providing a rich online resolution process that can deflect calls from the contact center.

CSRs are also users of the support portal. When asking support agents about their biggest pain point, most will say that they can't locate the information needed or access to appropriate technical resources inside the organization to effectively and efficiently answer incoming questions.

KnowledgeLoop's Case Management Lifecycle solution guides the agent through a dynamic, adaptive experience specifically targeted towards solving each customer's issue. The resolution workspaces provide dynamic collaboration capabilities and rapid access to relevant content, data and prior cases. The case resolution and escalation experience is optimized through the resolution flow engine to raise the overall quality and effectiveness of service.

Knowledge workers leverage the escalation capabilities of the system to identify "content gaps" and leverage Collaborative Knowledge Creation process to improve customer's self-service experience on the support portal.