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ServiceJourney

Knowledge Base

A single source of truth that promotes self-service and empowers your contact center

Overview

Help customers find answers on their own, guide agents, and provide a single source of truth for every department.

Problem

Content is often scattered across team-owned knowledge bases, PDFs and employees’ “tribal knowledge.” Not only does this inhibit your customers’ ability to find information but makes it increasingly difficult for AI, chatbots and employees to suggest articles to them.

Solution

Knowledge Base for Customer Service is an AppBase application for creating, consolidating, and promoting content to your customers and employees. It works as a stand-alone solution or can be integrated into your contact center, CRM and service desk software.

Why ServiceJourney Knowledge Base?

Drives customers to self-service

With easy-to-find answers, your customers will solve problems themselves reducing the number of tickets or calls you have to answer.

Shortens call-handling time

Help agents keep conversations short and accurate with knowledge that’s served directly from inside your contact center software.

Speeds up onboarding

Employees get up-and-running fast with a single place for them to find all the knowledge they need.

Knowledge Portals

Your service knowledge hub

Ensure customers and agents can quickly find the most useful information by eliminating the need to search multiple locations for content.

Eccentex Customer Support

Deep Search

Find and deliver answers fast

Powerful tools to help customers help themselves and for agents to be productivity superstars.

Knowledge Authoring

Create content with ease

Get started by migrating your legacy knowledge base, then continuously enhance knowledge with powerful editors and governance tools.

Easy content creation with Eccentex

Features your team will love

Everything you need to run your service department.

Publish rich content

Provide easily consumable content such as videos, documents and pictures, or go further with custom HTML, CSS and rule-driven content.

Search in real-time

Deep search the entire knowledge base, and not just article titles, thanks to a powerful engine that returns context-aware results.

Integrate everywhere

Embed articles into your customer portal, agent desktop, CRM or ticketing system.

Manage multiple spaces

Centrally manage and brand content for different product lines, departments, audiences and roles.

Build confidence with feedback

Track the performance of each article by allowing readers to rate your content and provide feedback.

Improve with knowledge insights

Identify the most important information, and spot gaps and emerging trends.

Control the article lifecycle

Improve information quality and accuracy with approval workflows, archival policies and knowledge access control.

Create with Microsoft Word

Make it easier for people who prefer a desktop writing experience to create articles with Microsoft Word.

Suggest useful articles

Provide relevant answers based on a customer’s recent transactions, their open tickets and other contextual data.

Screen-pop to agents

Preload the customer’s profile inside the agent workspace overlaid with articles relevant to the agent’s work.

Enterprise-grade knowledge management

Ideal for mid-sized and large organizations that need an end-to-end solution that meets their unique needs.

Integrations

Comprehensive APIs helps utilize your knowledge base in external systems like help desk, chat, CRM and email support.

Multi-lingual

Support a global audience and worldwide workforce by creating articles in multiple languages.

Multi-brand

Customize the look and feel for every one of your brands and products. Automatically serve content under the right context.

Contact-center ready

Boost FCR by suggesting articles during a call or chat, right on the agent’s desktop based on the customer journey. See an example.

Get in touch with experts

The first step in digital transformation is understanding your existing capabilities along with your vision.