Knowmax is a knowledge management platform developed by KocharTech, a contact center BPO with over 4000 employees. The platform offers omnichannel knowledge management services for various industries such as telecom, banking, e-commerce, and utilities. Knowmax assists organizations in achieving their CX goals through enhancing call quality, reducing average hold times, increasing first call resolution, and minimizing support costs.
Its features include knowledge base hits, visual guides hits, knowledge trees hits, decision trees, chatbot integration, user management, content management, and collaboration. Knowmax's collaboration and content management features help to promote knowledge sharing and teamwork to ensure organizations have up-to-date, secure, and accurate information. The knowledge base feature delivers a single source of truth for organizations containing any information in various formats and visualizers to ensure effective knowledge management.
The decision trees feature presents customers with a sequence of questions, providing relevant answers based on their answers, reducing support time and costs. The chatbots integration feature helps in automating basic queries, reducing operational costs.
TLDR
Knowmax is a knowledge management platform developed by KocharTech with omnichannel knowledge management services for various industries. It assists organizations in achieving their CX goals through enhancing call quality, minimizing support costs, and reducing hold times through its features that include knowledge base hits, decision trees, chatbot integration, content management, collaboration, and user management.
Its features promote knowledge-sharing and teamwork, ensuring organizations have up-to-date and accurate information. The knowledge base feature delivers a single source of truth for organizations with any information in various formats and visualizers. The decision trees feature presents customers with a sequence of questions, reducing support time and costs.
The chatbots integration feature helps in automating basic queries, reducing operational costs.
Company Overview
Knowmax is a Knowledge Management Platform created by KocharTech, a contact center BPO with over 4000 members. Knowmax offers Enterprise-Grade Omnichannel Knowledge Management services to leading brands across several industries such as Telecom, Banking, E-Commerce, and Utilities among others. The platform offers several features such as Knowledge Base Hits, Visual Guides Hits, and Knowledge Trees Hits, which help organizations deliver a single source of truth for organization-wide knowledge.
With Knowmax, organizations can achieve their CX goals by improving call quality, reducing average hold times, increasing first call resolution, and minimizing support costs.
The platform has provided successfully integrated chatbots that have interactions with contact centers, leading to a reduction in support costs as well. Knowmax has been named one of the knowledge management companies that matter in 2020, and their collaboration with KocharTech continues to deliver value for their clients.
Knowmax contributes to effective knowledge management by serving as an Enterprise knowledge management system that helps organizations achieve their customer experience (CX) goals by delivering omnichannel support. Through Knowmax, organizations have a single source of truth for organization-wide knowledge, enabling them to provide effective and efficient customer support. The platform is powerful, yet easy to use, providing a seamless integration of resources and delivering a hassle-free and personalised CX for customers.
Knowmax serves as a knowledge management solution provider that is dedicated to delivering top-notch services to organizations that aim to provide efficient solutions to their customers. They dedicated to providing innovation and aiming to produce even more software that provides knowledge management services.
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Features
Knowledge Base
Internal and External Repository
Knowmax offers a powerful and robust knowledge base solution that allows an organization to create an internal and external knowledge-sharing repository. With Knowmax's knowledge base, users can access any information quickly through the platform's Google Elastic Search. The knowledge base provides a single source of truth for organizational information in various formats and visualizers, enabling effective knowledge management.
Knowledge Base Hits
Knowmax's Knowledge Base Hits feature enables organizations to measure the effectiveness of their knowledge base. Organizations can track the number of searches on their knowledge base, the number of articles that were viewed, and the number of articles that resolved user queries. This feature allows organizations to identify gaps in their knowledge and improve their knowledge base for better customer support.
Visual Guides Hits
With Knowmax's Visual Guides Hits, organizations can create step-by-step visual guides to help customers navigate products or services. The feature enables customers to find information easily and helps reduce support costs. Organizations can track the number of views on visual guides, providing valuable insights into customers' needs and pain points.
Decision Trees
Interactive Decision Making
Knowmax's Decision Trees feature enables organizations to create interactive decision-making workflows to help customers navigate complex products or services. The feature presents customers with a series of questions and provides relevant answers based on their responses. This feature reduces support time and costs and provides customers with quick and accurate solutions.
Tree Views
Knowmax's Tree Views allow organizations to visualize decision-making workflows and identify areas that require improvement. Organizations can track the number of views on decision trees, providing valuable insights into the effectiveness of their decision-making workflows. The feature enables organizations to optimize their workflows and improve customer support.
Knowledge Trees Hits
Knowmax's Knowledge Trees Hits feature enables organizations to measure the effectiveness of their decision-making workflows. Organizations can track the number of searches on their decision trees, the number of times a decision tree is selected, and the accuracy of decision trees in resolving customer queries. This feature provides valuable insights into the effectiveness of decision trees and enables organizations to improve their decision-making workflows.
Collaboration
Easy Collaboration with Teams
Knowmax's Collaboration feature allows team members to easily collaborate on articles within the knowledge base. The feature enables team members to add comments, share feedback, and make edits to articles, promoting knowledge sharing and collaboration. Knowmax's Collaboration feature saves time and eliminates the need for back and forth communication, providing a hassle-free knowledge management experience.
Content Management
With Knowmax's Content Management feature, organizations can manage their knowledge base content easily. The feature allows organizations to create, edit, and update articles within the knowledge base, ensuring up-to-date and accurate information for customers. Organizations can also assign articles to specific team members, promoting accountability and ownership of knowledge management.
User Management
Knowmax's User Management feature enables organizations to manage user access to the knowledge base. The feature allows organizations to control user permissions and grant access to specific articles, ensuring users only have access to relevant information. This feature promotes data security and compliance and reduces the risk of unauthorized access to sensitive information.
Chatbots Integration
Integrated Chatbots
Knowmax offers an integrated chatbot solution that interacts with contact centers, leading to a reduction in support costs. The feature enables chatbots to provide quick and accurate solutions to customers, reducing the need for human intervention in basic queries. Organizations can train chatbots using Knowmax's decision trees, ensuring chatbots provide accurate information to customers.
AI-powered Capabilities
Knowmax's AI-powered capabilities streamline agent workflows, enhance self-service opportunities, and personalize support, improving customer engagement and communication. The feature utilizes natural language processing and machine learning technologies to enable chatbots to understand and interpret customer queries accurately. This feature improves the chatbot's accuracy, reducing customer frustration and improving satisfaction.
Reduce Operational Costs
Knowmax's Chatbots Integration feature enables organizations to reduce operational costs by automating basic queries. Chatbots provide quick and accurate solutions to customers, reducing the need for human intervention in basic queries, reducing support costs.
FAQ
Can the admin view usage analytics of KM tools?
Yes, users with admin rights can view the usage of all modules to improve on current and future strategies. The Knowmax analyzing tools provide insights on top searched keywords, overall usage of all content on the platform, and more.
The learnings from the usage analytics prove beneficial to know what works the best and for future organizational strategies.
What is a single source of truth?
The essence of a single source of truth is that you can create, curate, access, and distribute organizational content from one platform. Knowmax's knowledge base allows an organization to create internal and external knowledge-sharing repositories, and it provides a single source of truth for organizational information in various formats and visualizers.
Can we deploy information externally using KM tools?
Yes, Knowmax's KM tools help distribute knowledge internally and externally according to your organizational needs. With its customized knowledge base and operational excellence, Knowmax's knowledge base tools efficiently help create support material for customer-facing portals.
How do KM tools help my business?
KM tools make business processes smoother with features like a unified knowledge base and interactive scripts that improve overall productivity. Integations of CRM with the KM platform store customers' information and avoid repetition of data collection, resulting in improvement of CSAT scores for an organization.
Additionally, the micro-segmented user analytics offered by Knowmax's KM tools drive better personalization, relevance and contextualization of service making.
Do KM tools aid in self-service?
Yes, KM tools can help run self-service portals through integrations between the applications via a single platform. The learning management system would help users of the KM platform learn and reiterate information, even a light LMS helps in time to proficiency for beginners and aids in remembrance for the old users of the platform.
This would result in reduction of errors by support teams and call deflection to self-service channels, ultimately helping in a reduction of support costs.
