Knowledge Management (KM)

Sharing knowledge, solutions & workarounds with your team

What is Accordia’s Knowledge Base (KB) ?

The Accordia Knowledge Base (KB) provides a simple and effective way for your call center to search for support and product information in order to assist your callers efficiently. Most organizations aim to share accurate and precise information among their customers and their employees so that the experiences of both of its callers and agents are enhanced, by giving them access to important information related to their enquiries.

Unlimited categories and unlimited category depth

A browser base

Comments – Ability to add comments to articles

Attachments – Ability to allow uploading of attachments to an article

Statistics – Ability for your administrator to view statistics from the most-viewed articles and search terms

Benefits of Accordia’s Knowledge Management

24/7 Support

Accordia Knowledge Base provides the ability for round the clock online support without being overly dependent on second level support.

Quick turnaround, increased customer satisfaction

It helps to reduce response time in customer support and quickly provide answers to the frequently asked questions (FAQs) by your customers with the most time-saving facilities, thus improving First Call Resolution in your customer service handling.

Better productivity and consistency

KM helps improve decision making and enables agents to work at greater levels of expertise and consistency. It is extremely useful especially when expertise is not available, or for future referencing; increasing work performances.