Customer Service Applications
Service Desk Knowledge Base for Lotus Notes Domino
The Service Desk Knowledgebase brings order to the problems of providing first class support in client handling whilst managing a large volume of calls and enquiries.
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
Knowledge Base will enable your business to:
- 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.
ROI is typically achieved in the first year through, reduced administration costs, time savings to log, allocate and manage calls, improved technical and user experience, improved satisfaction from more effective call resolution.
When run in conjunction with our Service Desk for Lotus, Knowledge Base can act as a good reference source for call handling guidance, procedures on how to resolve calls, and ultimately improve the levels of call completion, in a consistent and correct way.
What versions of Lotus Notes Domino?
Various releases of ServiceDesk are available for use with a wide range of Lotus Notes and Domino versions from
6.0x, 7.0x, 8.0x up to 8.5.x.
You can find more on the Application Technical Requirements here.
We make sure our applications work and would put every effort into working with you to ensure our applications work both in the short, medium AND long term, through which ever Lotus Notes and Domino versions you happen to be running.
We'd love to talk with you about your application needs, your business requirements and how we can help.
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