To ensure best possible outcomes, you not only need to make the right information available, but also connect customers to the right resource at the right time. Bold360 ai can help with both by making a knowledge management system (KMS) intelligent.
What is KM? Most organizations have vast amounts of intangible knowledge assets, like answers to frequently asked questions, product and customer information, and more. Knowledge management is the process of curating, organizing, and maintaining this information into a centralized knowledge base for customers and agents to access across all channels.
Most companies build their knowledge base through internal efforts, assuming what questions or issues customers will bring. Bold360’s knowledge management system (KMS) takes the opposite approach, identifying friction points and gaps where new knowledge articles are required. You'll know exactly where to focus, so you can work more efficiently.
Customers run from complex and confusing knowledge bases. Bold360's knowledge management tool provides an easily navigated system for a first-class customer journey that empowers customers to help themselves. Agents can also find information easily, allowing them to work more productively and help customers more quickly.
With Bold360, company knowledge is centralized and remains consistent whether accessed by web self-service, mobile applications, email, chat, social media, or any other customer engagement platform. One set of information ensures that customers get consistent answers, quickly and efficiently across all touchpoints.
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