Why use this solution?
Easy Knowledge Management
Pressures on productivity have only increased despite service and support organizations investing heavily in call routing and case management solutions. That’s why Knova is built on a simple design philosophy: streamlining the help desk agent’s job means higher productivity, happier customers, and happier staff.
Knova Self-Service provides all the functionality and content you need to help users resolve issues themselves, on demand, at any time of day or night. It also proactively delivers information about known issues to targeted customers, avoiding escalation into serious problems and frustrations.
Great mobile experience
Thanks to the Knova Mobile eXperience (KMX) app, your users and customers can resolve complex issues any time, in any place on any iPhone, iPad, Android or other mobile device. It’s a simple way to access all the features of the Knova Self-Service application, from anywhere.
Create rich communities
Forums are often the first step towards gaining insight and solving problems in today’s highly-connected societies. However, too often they sit in a disconnected silo away from enterprise information and communication channels. Knova has brought forums inside the enterprise customer and knowledge experience. After all, your best product experts are often your own customers.
Knowledge is power
Let users find exactly what they're looking for through intelligent search that speeds issue resolution, whether they're your internal employees or your external customers. It's a much more user-friendly approach than basic enterprise search, FAQs and traditional content management solutions.
Smarter with every search
Get resolutions, not answers with Knova which goes beyond basic search, getting smarter every time you use it. With a star rating and the ability to provide feedback on article quality, you can be sure your users are getting the best advice, helping them get back up and running faster.
Actionable data you can use
Business users can act on knowledge trends, with no advanced programmers or linguists needed. See who is searching for articles, what the outcomes are and log success rates.
Drive added value
By delivering resolutions quickly and accurately, Knova increases customer satisfaction and loyalty while decreasing your costs. Simple steps guide users through resolutions and empower self-help, freeing up IT support teams to focus on more complex issues.