Knowledge Management System (KMS)
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 Knowledge Management (KM)?
How knowledge bases become a single source of truth.
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.
Knowledge Base Reinvented
Take an outside-in approach to delivering the best results.
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.
Simplified Knowledge Management (KM) Software
Easy and accessible for customers and agents.
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.
Ubiquitous Knowledge Management and Delivery
Deliver a consistent customer experience, everywhere.
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.
Featured Resources
Forrester Report: Leverage AI To Drive Measurable Improvements And Move Your Customer Experience To The Top (Executive Summary)
Bold360 teamed up with Forrester Consulting to survey global businesses and measure the benefits of providing good customer experiences.
Aberdeen Research Report: Omni-Channel Engagement – How to Deliver Context-Driven Experiences
Best-in-Class firms are differentiating themselves by orchestrating interactions across all channels to deliver a seamless, personalized customer experience.
Aberdeen Research Report - AI in the Contact Center
This Knowledge Brief outlines how service leaders across the Fortune 1000 educate themselves on how AI can help transform their activities.
AI Customer Experience Report: Impact of Chatbots and AI on the Customer Journey
See how your CX processes compares in this global survey to business leaders and consumers.
Discover smarter, more personalized engagement.