Find Your Info aka FYI is a knowledge base and decision tree based knowledge management tool that provides decision-making capabilities to an agent for faster problem solving and enhancing customer experience. This Knowledge Management solution helps you capture, leverage & manage your information assets and employee intellect which reduces support cost and saves it from being lost over time through employee turnover and attrition.
FYI Knowledge Management Solution captures organization’s knowledge which helps increase efficiency in customer support, operations, development, and sales. FYI helps centralize access to all your files, documents and how-to articles ensuring they can be accessed across multiple devices and platforms.
Organizations can easily share important information to train their sales, customer service and support teams.
Knowledge and Content Management
• Rich text interface help content managers in creating and updating content with ease
using the built-in editor
• Built-in workflow management: set who approves the content, track edit history
Robust Search
• Filename search
• Keyword/phrase search with auto complete
• Display of most used searches to FLS for easy select
Notice Board
• New offers/vouchers from Marketing
• Release of new feature or change in procedure
• Process updates
• Posting articles with/without digital acknowledgment
• Press Releases / Organizational Announcements / HR updates
Call Guidance and Training
• Create decision tree based on each Reason for Call, attach reference document,
links, video, pictures etc at each node
• Users can rate the decision tree and provide feedback for continuous
improvement
Frequently Asked Questions
Discussion Forums
• Front Line Staff to post their queries and also easily search from existing post
• Create multiple categories
• Moderator approval for all post, ability to delete/edit topics
Knowledge Retention Test
• Measure and rate understanding levels of customer-facing staff
• Create your own modules
• Collate response in the way you want: multiple choice, short answer, checkbox etc