Amplify Your Organization’s Knowledge
Intelligent Knowledge Organization
Intelligent systems collect and distribute information through the knowledge base, supporting time-strapped agents on the creation of articles.
Smart Solution Suggestion
Reduce volume of tickets and accelerate resolution by proactively suggesting helpful articles from the knowledge base in real-time using natural language technology.
Easy Article Creation
Empower service desk agents to create articles from their day-to-day support work and tickets.
Maintain quality and usefulness of articles by receiving feedback from end users, and analyzing them together with view counts and more usage statistics.
Benefits of InvGate Knowledge Base
InvGate Service Desk’s knowledge base will help your company to up its IT support game. Thanks to the 24/7 availability of knowledge articles, end users can help themselves whenever they need to. End users are also helped by available knowledge while filling out self-service tickets, with InvGate Natural Language Technology used to offer up relevant knowledge articles that might allow them to self-help rather than having to wait for service desk assistance.
Increased Speed of Service Restoration
If end users can help themselves through self-help then it will most likely be a quicker resolution than calling or emailing the service desk. IT support personnel will be able to provide speedier solutions too. This is particularly beneficial to members of staff who might still be learning the ropes.
Cost Reductions and Time Savings
Both quicker IT support generated solutions and end-user self-help reduce the amount of time IT support personnel spend dealing with issues with the associated labor-cost savings. Knowledge management is a business investment that soon pays for itself, while improving quality of service.
Improved Customer Satisfaction
It’s great if end users can help themselves, and quickly. If end users are engaged with IT support personnel, then the latter’s ability to use knowledge articles to speed up the delivery, and quality, of a solution also helps improve the end user experience and their level of satisfaction.
Improved Staff Morale and Retention
Knowledge articles makes life easier for IT support personnel. Relevant information is easier to access, more tickets will be resolved quickly, and end users will rate the IT support team more highly. All of which leads to happier IT support staff and a greater probability that staff will stay with the team.
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