The Right Answer, Every Time.
For Technical and Product support helpdesks, it is essential to resolve customer questions quickly and accurately first time, every time. Increasingly complex technical problems can put a heavy load on first and second line support teams. Implementing effective Customer Service Knowledge Management is one of the most effective ways to improve your customer satisfaction and your helpdesk's First Call Resolution rates.
Knowledge Bases used effectively can give you and your team more time to focus on the more complex issues
Consistent, Effective Support
Decision trees are the most powerful tool to ensure your agents are providing consistent, accurate customer support. For both external and internal helpdesks, LearnLode can help by providing a lightweight, easy to deploy helpdesk knowledge base.
Reduce Escalations
Our integrated decision support tools are easy to use, so your team lead or tier 2 support can quickly create decision trees to help tier 1 agents resolve customer issues quickly and consistently. Our knowledge analytics will help you to identify how to optimise your decision trees to resolve calls faster, and reduce costly escalations and callbacks.
Knowledge Grouping
Using our innovative architecture, you can quickly create customer specific knowledge dashboards, bringing together all the tools you need for each client in one place. When you win a new clients with a different product mix, you can create a tailored knowledge group in minutes.