14% of customer issues are resolved using self-service. (Gartner)
60% of customers define "immediate" as 10 minutes or less when it comes to getting a response to a service question. (HubSpot Research)
68% of customers are frustrated with having to repeat themselves to multiple support representatives. (Dimensional Research)
Customers say they aren’t able to find self-service content relevant to their issues in 43% of cases. (Gartner)
50% of agents cannot efficiently resolve customer issues due to difficulty finding the necessary information, inadequate training, or disjointed systems. (Salesforce)
Organizations with strong knowledge management practices see a 15% increase in customer satisfaction scores. (Gartner)
A self-service knowledge base can deflect up to 50% of customer service inquiries. (AIIM)
Companies using AI-powered knowledge management tools report a 20-40% improvement in agent productivity. (McKinsey)
Are your customers and employees struggling to find the knowledge they need to solve problems?
In today's fast-paced world, customers demand fast and efficient support. They hate long wait times, transfers and bots that don’t work. Customers are frustrated when they can't find relevant self-service content. And agents can’t efficiently resolve issues because they have difficulty finding necessary information.
This leads to frustrated customers, inefficient operations, and higher costs. And simply throwing more AI at the problem only makes things worse.
Data Governance ensures you have reliable, high-quality ingredients (accurate, secure, usable data). It's the necessary foundation for AI and efficient human operations.
But Knowledge Management provides the recipes, (collective understanding and skills) derived from those ingredients and human experience.
Knowledge is the actionable output, more valuable than raw data due to context and judgment.
Cognita Knowledge Management can help you build a high-quality knowledge foundation, ensuring your organization leverages its most valuable intellectual assets to achieve strategic goals.
Here's how working with Cognita Knowledge Management can transform your operations:
Boost Customer Satisfaction: Organizations with strong knowledge management see a significant increase in satisfaction scores. Empower customers with effective self-service, and equip agents to provide accurate, consistent support.
Enhance Operational Efficiency: Help employees quickly find solutions to common problems and access standardized procedures, reducing errors and streamlining tasks. Our solutions can lead to significant improvements in agent productivity.
Lower Support Costs: Effective knowledge management reduces redundant work and allows AI-powered self-service to deflect a high percentage of customer inquiries, freeing up agents for complex issues.
Power Intelligent AI: AI systems are only as good as the knowledge they are built upon and continuously fed. We ensure your AI has access to an accurate, up-to-date, and comprehensive knowledge base, ensuring accuracy, consistency across channels, and powering effective agent assist tools.
Improve Decision-Making & Innovation: Make relevant information, best practices, and expert insights readily accessible, leading to more informed and quicker decisions. Foster a culture of knowledge sharing to drive continuous improvement.
Retain Valuable Expertise: Capture, share, and retain the critical knowledge residing in your employees, preventing loss when they leave.