14th Februay 2020, Bangaluru: Knowmax (http://knowmax.ai) is a platform that offers software designed for customer support agents and organizations for optimum assistance across all their touchpoints of interaction with customers. It helps in finding actionable information from a fast-rising ocean of information. It features tools like augmented reality customer service.
Knowmax is the creation of KocharTech, a contact BPO centre comprising of 4000 members. Its expert solution providers deliver managed services to leading brands in Utilities, E-commerce, Banking, Telecom and more. This helped in the design of Knowmax- an omnichannel knowledge management platform of enterprise grade.

Based on the SaaS model, Knowmax services are available in both on-premises and on-cloud basis to render work more collaborative and easier. The software helps deliver knowledge management solutions.

The vision of the company is to deliver a single source of truth for organization wide knowledge. It has helped in the improvement of call quality in contact centres, successful chatbot interactions, improvement in FCR (First Call Resolution), reduction in average hold time and lowering of support cost.

The company recognizes that excellent Customer Experience (CX) is not anymore a mere differentiator. It is a must in the scenario where every interaction matters, Knowmax ensures seamless customer interactions with self-care help and guides across touchpoints. One can empower customers and advisors with a knowledge management system powered by AI (Artificial Intelligence).

The client may be seeking a single source of truthful information. It may desire to differentiate its service through omnichannel consistency. Being reliable and consistent helps Knowmax build trust in customers and clients.

It helps in speeding up access to information by smart auto-tagging. This effectively reduces labour costs for indexing fresh information. There is a faster and more accurate resolution.

The software delivers instant actionable answers. Presentation of information helps users actively. Consistent and authentic information is delivered at first contact. Faster navigation enables the quick making of decisions.

It helps in quicker learning and onboarding. Assistance to agents reduces average handle time by nearly 20%. The aesthetic appeal and layout of traditional office type documents is transformed. You can convert items of traditional information to actionable answers.

One can super-charge one’s self service through improved and accurate interactions with Chatbots. The software helps Chatbots to give correct answers every time.

The company offers various solutions. Decision trees create interactive guided workflows for accurate resolution and implementation of processes. How-to Guides are step by step visual guides that enable digital adoption and serve for troubleshooting issues.

The knowledge base is a unique repository for managing policies, documents and more. With this, one can create long-tail blogs and dynamic FAQ’s.

Self-service modules help to set-up support pages, boost in-app support pages, and train chatbots to deal with huge volumes at call centres. The software helps in learning and quiz management by sending out regular updates through HTML, videos and text. You can run assessments to find out employee knowledge.

Finally, there are AR (Augmented Reality) guides which help drive field service performance and ensure accurate instruction for every use case, being powered by Knowmax.

Knowmax provides tools such as ‘Picture Guides’, ‘Decision Trees’ and ‘Content Management System’ for the arrangement of information for allowing admins/ users to curate it as per the needs of the organization.

Knowledge management software is used mainly to simplify operational tasks conducted by businesses externally and internally. By using a knowledge management platform, one can easily arrange collaborations between many departments besides stressing the requirements of support professionals for configuring information. Additionally, it is a great asset for the distribution of big chunks of information over an extensive range of channels.

Such information may be in the form of FAQ’s (Frequently Asked Questions), decision trees, device support guides or articles which are organized in a manner allowing for external as well as internal access and also leading to digital adoption.

Thus, knowledge management software helps to create, recognize, gather and disseminate bulky information in an organized manner. It helps in detailed and step-by-step documentation of heavy files, which before would take a long time to build and share across the complete organization. The software helps in organizing data that is available in scattered documents and renders it easily accessible to customers and agents for enabling optimal delivery.

The knowledge management system serves as a big unified library of keeping documents which are arranged neatly and one can know exactly in which section you can find relevant information, with the bonus of access to files recorded earlier.

Through such software, customer support professionals can briskly find answers even out of bulk information. This enhances the consistency of revenue generation and resolution delivery for enterprises. Thus, AR for customer engagement solutions is highly useful.

Currently, all businesses are based on heavy backing of back-end support and technical operations. AR (Augmented Reality) supports the operations of the organization by engaging users in expert guidance, step-by-step visuals and progress in co-browsing.

Data is collected and processed through remote access, adding time, speed and accuracy to all output pointers. AR helps in supporting immersive reality, safe dispersion of data, interactive user experience and easy onboarding of workforce.

Co-browsing with AR helps agents to connect directly with users by making use of screen sharing. This can be done from anywhere, rendering it easy to do remote servicing. A single call and a few clicks help to resolve major issues under the continual guidance and supervision of experts for easy resolution. It lowers the average time for calls and enhances FCR. This mode is found to be successful for complicated issues, particularly when the customer is new to the device.

AR is of much use for businesses currently. Every sector and industry needs to keep updated on the support portal for their customers while solving their queries in minimum time. The tool of AR is interactive, keeping user morale high. Easy integration helps in solving issues through the website, mobile app and AI chatbot.

ABOUT THE COMPANY: Knowmax (http://knowmax.ai) is a platform that offers an enterprise knowledge management system to help achieve goals for customer experience. It was created by KocharTech, a contact BPO.