Service Desk Knowledge Base for Lotus Notes Domino

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.