As a customer service agent, it is crucial to find information quickly. A customizable user interface helps to structure the topics and get an overview.
That's why USU Knowledge Management allows you to flexibly compile user interfaces using drag & drop with modules such as search window, results display, filter options, navigation tree, news, pinned documents
Guided dialogs lead users step-by-step through the process with a series of questions. The progress and diagnosis are tracked in the system and can be automatically transferred to other systems, e.g. your CRM and ticketing system such as Salesforce, so agents no longer need to log all the steps they have taken.
The e-learning module uses the content of the USU platform for effective knowledge transfer and in-company training. With the help of the knowledge base, trainers can create tests and quizzes for the induction of new employees or to teach guidelines. Detailed evaluations of the test results help to identify knowledge gaps at an early stage and determine additional training requirements.
Analyze your KM system at the touch of a button. Thanks to a variety of standard reports and the ability to create new reports via drag & drop, you can gain valuable insights into query trends, search performance, content gaps and much more. Best of all, this applies to all channels covered by your knowledge base, not just your agents.
Modern content is multimedia and consists of more than just text. We offer a dedicated streaming server to host large files such as videos, images, PDFs or ISO files and make them available to your knowledge base. This means you avoid system slowdowns as your content grows and don't have to rely on third party hosting such as YouTube, Vimeo etc.
Knowledge First is a widget on your website that automatically delivers relevant knowledge based on user activity. The content comes from your knowledge base, which allows customer service to add information without having to make changes to the website.
The Help Center makes life easier for customers and agents through intuitive self-service on your website and other applications. This reduces recurring queries, as the website is supplied directly with selected content from the knowledge base.
The chatbot can be integrated into your website, app or intranet. The information basis is USU Knowledge Management, so no additional maintenance or updates are required. Any number of chatbots can be merged in the Chatbot Universe and customers are offered a first-class user experience thanks to the simple integration of ChatGPT .
With USU Knowledge Management, we do not offer a pure standard solution. Instead, we offer a standardized basis that can be flexibly adapted to individual requirements. Over the years, we have implemented numerous customized product enhancements, such as
One component of USU Knowledge Management is the Knowledge Community. In our online KnowledgeHub forum you can exchange information with other users on the implementation or application of USU Knowledge Management. In the community you will find...
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