Service Desk Express Knowledge Services is a complete knowledge management IT solution that allows you to build, maintain, and measure the success of your knowledge base. It includes a whole set of knowledge management workflow tools, including Knowledge Management Center for authoring knowledge, the Self-Service Answer Center for self service, Live Help online chat, and Email Response Management for efficient email communication. This customer service Web software helps manage knowledge with automated features, such as answer review, automatic aging, end user feedback, and reports. Through analysis of user behavior and feedback on answers, your knowledge base is automatically organized. Answer rankings are constantly updated and presented to users with the most useful information first. Our knowledge management workflow tools fundamentally change the cost structure of satisfying requests in a service environment, by reducing the inquiry burden, and making customer service representatives more efficient. Satisfying 30 to 40 percent of your employee inquiries through a self-service model allows your staff to focuses only on inquiries requiring human interaction.

The effectiveness of your self-service site is determined by the usefulness of the answers and the ease with which users can resolve their own issues. Once we get things “up and running”, we can help you understand how to effectively manage knowledge throughout your organization.