Transform Your Customer Support With a Knowledge-centered Approach

Is your growing business struggling to keep up with customer inquiries? Are your support agents overwhelmed and spending too much time answering repetitive questions? Do you grapple with the best way to implement knowledge management features in your current CRM?

Cognita KM offers a number of services that can be combined into a custom solution that will be the MVP of your customer support operation.

  • Assess your KM ecosystem: We will evaluate the state of your current knowledge management infrastructure and processes to identify areas what’s working – and what’s not. We will provide you with specific recommendations tailored to your needs and your budget.

  • Optimize your knowledge management system: We can help you configure your existing knowledge base (KB), or implement a new KB without investing in new software and systems. Or we can help you evaluate the latest KB solutions from companies like livepro, KMS Lighthouse and more.

  • Empower sharing: Your employees are experts in your products and services. We can help your agents tap into that expertise using proven methods so they can easily share their knowledge with each other and with customers.

  • Train your agents: We can equip your agents and team leads with skills that will empower them make sustainable knowledge management a part of their daily work.

  • Understand the impact: We can work with you to build the reporting you need to understand the impact of your knowledge management efforts

Benefits of a Cognita Knowledge Solution

  • Reduced customer contacts

  • Reduced escalations

  • Improved customer satisfaction and loyalty

  • Increased agent productivity, efficiency and retention

  • Reduced need for teams of SMEs and content creators

Our Approach

We take a comprehensive approach to knowledge base implementation, combining best practices in knowledge management with the proven KCS methodology. We'll work closely with your team to:

  1. Understand your unique needs and challenges

  2. Develop a KM strategy and structure that meets your goals

  3. Enable your agents and leaders to create a culture of knowledge sharing

  4. Provide ongoing support and guidance to ensure long-term success

Ready to make your KB the MVP of your customer service operation?