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Kapture CRM adds Knowledge management system to its customer service cloud offering

Knowledge Management System

Knowledge Management Software

Knowledge Management System Software

BANGALORE, KARNATAKA, INDIA, August 17, 2018 / -- Kapture CRM, the end-to-end business automation CRM platform, has released its interactive Knowledge management system (KMS). This system self-empowers the customer service agents to resolve a wide range of customer queries in a much shorter time.

For a support team with high ticket volume, it’s hard to keep the entire workforce updated about the latest business information. Kapture’s KMS system brings all the team members to the same page. Agents can collaborate from multiple locations, join forums, and access FAQ’s and Workflows to quickly respond to their customers.

Within the centralized knowledge management module, you can easily configure and update your entire knowledge database within a unified cloud storage system. This knowledge database could be configured in the form of FAQ's, articles, interactive flowcharts, etc. This allows the individual or multiple teams to always access the updated well-structured answers through their Kapture CRM login.

“Our customers have been looking for a Knowledge Management System that complements Kapture's user experience. We built this product keeping our customers' ever-evolving needs in mind" says Sheshgiri Kamath, CEO and one of Kapture CRM’s founder.

The interactive flowcharts provide step-by-step instructions to resolve even the most intricate customer problems. You can also include standard operating procedure (SOP) to be followed at resolving particular customer issues.
The concerned manager can set scrolling news flashes that'll intimate the entire team about the latest offers, vouchers or team updates in one go.

Within the KMS modules, the agents can prioritize and manage the available information.

1. The employee can pin certain articles as ‘favorite’ to place it above other resources to make it easily accessible at a later time.

2. The employee or manager set articles as ‘quick links’ to access answers for frequently asked questions.
The Knowledge management system also allows you to configure and assign employee self-learning resources. Afterwards, the concerned manager can track each employee‘s completion of a particular lesson or training session. It also provides tool to control access, publishing of articles and approval matrix. It comes along with cloud storage to maintain any documents, files in multiple formats and languages.

Next, you can run assessments with automated multiple choice questionnaire tests. The automated random shuffling of questions and answers ensures that each test will be different from every other test. With Kapture KMS system automating the shuffling of questions and answers, each employee will be attending to a completely fresh test each time.

Kapture CRM platform also automates tracking the relevant performance factors for each employee. For example, a customer service rep could be evaluated based on call transfer rates, call duration, net satisfaction rates, etc.
Kapture CRM integrates with SPADE™, automating the quality audition of call interactions with each individual customer.

Kapture KMS system automates recognizing employee shortcomings.
This allows the concerned manager to assign additional training to the particular employees.

About Kapture CRM:- enables businesses with a superior edge in their daily operations. The higher operational efficiency enables businesses to scale and accelerate their business operations. The company provides CRM modules to meet the needs of different industry verticals such as healthcare, travel, cruise line operations, retail, and many others.

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Knowledge Management System - A Quick Overview

Distribution channels: Technology

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