Greatly Reduce Routine Constituent Service Inquiries
The Knowledgebase tool is a powerful and robust system that enables constituents to instantly locate correct answers to their specific questions 24x7 via your Website.
Increase constituent Satisfaction
Knowledgebase offers an intuitive user interface and flexible workflow experience that supports individual problem-solving approaches, improving first-time resolution rates. Inquiries are easily answered, as the solution actually opens the appropriate document and highlights the respective answer.
Use Employee Time more Effectively
By automatically routing service-oriented phone calls to the Web where constituents serve themselves, staff can concentrate on fundraising or advancement efforts and answer more complex questions by phone. Of course, if a visitor needs additional assistance beyond the knowledgebase, it is easy to escalate from the knowledgebase to live, employee-assisted service via email, chat, or phone.
Customize Knowledgebase to Fit Unique Needs
Knowledgebase integrates with other leading text search engines and takes full advantage of valuable knowledge that already exists throughout the organization. When coupled with the solution's Natural Language Processing (NLP) Engine, it can deliver answers from documents in any of 225 formats, including text, PDF, HTML, Microsoft Office file types such as Word and Excel, and other common options.
Gain Insight Through In-depth Reporting
Knowledgebase tracks and reports on the questions asked, articles and FAQs accessed, response times, satisfaction levels, and more. It logs detailed information about each interaction, storing that data to be available for reporting. With more than 50 standard reports available, including escalation rate reports, institutions can improve processes and enhance their knowledgebase while finding and filling the gaps in constituent services.