Service Desk Express Knowledge Services

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.

Improves customer satisfaction
Service Desk Express Knowledge Services provides your end users with satisfaction to their inquiries through a much lower cost channel, the Internet. It allows organizations to match their service capacity to their service demand.

Scales automatically with demand
Your Internet site scales dynamically with the normal fluctuations of business and you don’t have to hire excess capacity in times of high demand. Many inquiries can be handled up front on your self-service portal, where the employees are satisfied for a fraction of the cost.

Provides your employees what they need, when they need it.
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. Maintaining a robust knowledge base that contains current and complete information requires that you manage your knowledge according to how your employees need it. Service Desk Express Knowledge Services provides a complete knowledge management IT solution that allows you to build, maintain, and measure your success.

Provides your employees what they need, when they need it
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. Maintaining a robust knowledge base that contains current and complete information requires that you manage your knowledge according to how your employees need it. Service Desk Express Knowledge Services provides a complete knowledge management solution that allows you to build, maintain, and measure your success.

Self-Service Answer Center
If users are unable to find a solution in the knowledge base and need immediate assistance, Live Help allows them to speak to an agent through real-time chat or by callback requests. An integral component of Service Desk Express Knowledge Services, Live Help allows you to immediately serve your employees in real time when they need it most.