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According to Forrester Research, 72 percent of online consumers prefer to use a company's website to get answers to their questions rather than contact companies via telephone or email. You can help your customers help themselves with Virtuos web self-service (WSS) and Knowledge Platform solutions.

Business Challenges

  • An increasing number of calls into the contact center is bogging down agents and driving up costs
  • Call length is increasing, frustrating customers, and eating into the budget
  • Contact center budget is being cut and there's an initiative to do more with less

Solution

Virtuos web self-service solution empowers customers to easily find the information they need anywhere, anytime, without the need for agent assistance. Virtuos web self-service solution empowers your customers to help themselves. Plus, every time a customer interacts with a website or asks a question they dynamically add information to the knowledge base and making this information available for the next customer interaction.

Virtuos web self-service solution uses the latest artificial intelligence technology to "learn" how your customers search for information and applies that insight to ensure they find what they're looking for. If customers are unable to find the information they need, they can seamlessly transition to an agent assisted channel — email, chat or phone.

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