Service Desk Knowledgebase for IBM Lotus Notes Domino

Sharing the knowledge with all of your staff. The right resolutions every time.

Provide a consistency your customers expect from you

The Service Desk Knowledgebase brings order to the problems involved in providing first class support in client handling whilst managing a large volume of calls and enquiries.

• Provide consistency in responses to common problems
• Share product information and so on throughout the organisation
• Improve customer response time & maintain SLA's
• Achieve major time savings as users can search for resolutions
• Knowledge base allows product information and pictures to be stored centrally
• Knowledgebase develops the users' skills, and saves time through knowledge sharing
• Maintain best practice in solution provision throughout the organisation
• Ideal for companies who have multiple locations, who need to share information quickly.

Customer Service knowledge base stores solutions to problems, product information, scripts and policies etc. in a user friendly format and is accessible to everyone in the organisation.

The knowledge base offers understanding amongst customer service staff and enables user self-help, speeding up response time, and developing the users' knowledge. This reduces the number of calls to the Call Centre. Knowledgebase is a very effective way of sharing information and raising the skill levels of staff.

Knowledge Base key features

• Store product information, pictures and much more
• View pre-determined scripts and policies regarding customer issues
• Auto-retrieval of solutions
• User friendly publication of resolutions and frequently asked questions
• Templates for common resolutions
• Enables the caller to search for solutions on the web

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