Smart Routing and Resource Management
Knowledge Management System (KMS)
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.
Learn more about knowledge base softwareSimplified 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.
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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
Analyst Reports | AI
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.
Whitepapers | Customer Engagement, AI
The Next Evolution of Chatbots: How to Ensure a Bold Bot Future
Tips to ensure your chatbot implementation is a success.
Analyst Reports | Customer Service, Customer Engagement, AI, Best Practices
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.
Analyst Reports | Customer Engagement, AI, Best Practices
Forrester Report: Build Competitive Advantage Through Customer Engagement and AI
Bold360 teamed up with Forrester Research to measure the benefits of providing good customer experiences.