Magazine article CRM Magazine

Re: Tooling

Magazine article CRM Magazine

Re: Tooling

Article excerpt

Business Problem: Failure to easily locate answers to customer inquiries.

Tech Solution: Knowledge Management Tools

Ever called into a contact center only to wait on hold for an agent who couldn't call up records, find the right information, or even determine the best person to speak with? Frustration mounts, and consequently customer satisfaction--even loyalty--is at risk. Its often not even the agents fault. With myriad applications and products to keep tabs on, it can be nearly impossible to instantaneously know every answer. Improve agents' productivity and customers' experiences with a knowledge management solution that enables agents to locate the right information seamlessly, answer the question, and move on to the next inquiry.

Product: Helpstream Community and Solutions Management

Delivery Model: on-demand

Price: Corporate Edition with five agents starts at approximately $8,000 per year.

Business Benefits: Helpstream's offering speeds the creation of solution articles, allowing agents to quickly fix any problems in existing content. All information essential to a customer service representative's job is easily accessible, and evergreen content can be stored by taking advantage of built-in enterprise and community resources.

Functionality: Seamless access to information comes in any type of digital format. Solution articles can be authored from multiple sources, including community discussion forums, case histories, and product documentation. Any set of instructions can be transformed into an interactive process, allowing users to instantly transition to and from assisted mode at any point in the interaction.

Contact Helpstream at 1-650-605-6800, or visit

Product: Kana IQ

Delivery Model: Web-accessed managed service or installed

Price: Starts from $200,000 depending on the number of agent seats and servers deployed for self-service use.

Business Benefits: Kana IQ delivers the right answers into every interaction across all channels, seeking to stem the tide of increasing call volumes and plummeting customer satisfaction due to inconsistent or ineffective knowledge. …

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