
EXPERTISE
Years of experience in knowledge management and AI.
What is the recipe for satisfied and loyal customers?
Research conducted by Gartner with 50,000 customers provides a clear answer: Service that makes things easy for the customer. Further studies reveal the three most significant pain points:
In short: make service accessible, efficient, and effective. It sounds simple, but how do you achieve this in practice? A knowledge management system that serves multiple communication channels with the help of AI provides the solution. Our partner, eGain, demonstrates through concrete statistics that centrally accessible information positively impacts customer satisfaction.
Multichannel Knowledge Hub
Investing in a multichannel knowledge management system or "Knowledge Hub" is investing in the future. eGain supports improving customer service and knowledge management through smart software solutions. They leverage AI support to achieve this. The positive impact of an AI-supported Knowledge Hub is evident in the following statistics:
First Contact Resolution (FCR)
The correct solution during the first customer contact. With AI-supported conversation guidance from eGain, a major U.S. telecom giant improved its FCR by 37%. This conversation guidance listens in and provides the correct information, enabling employees to quickly resolve both simple and more complex questions and issues—even when the advisor does not have immediate knowledge or tools at hand.
Average Handle Time (AHT)
The time between the first customer contact and resolution. At a large bank, AHT was significantly reduced because employees spent less time searching for the correct information. eGain’s AI technology is used here to guide customers through processes and provide the right answers efficiently.
Call / Email / Chat Deflection
Reducing direct customer contact. A major U.S. legal service provider reduced customer inquiries requiring advisor contact by 70%. How? By using the eGain Knowledge Hub. This was achieved without compromising service quality. Customers increasingly prefer self-service via websites and chatbots. High-quality knowledge management is therefore essential for the effectiveness of digital self-service.
Training and Onboarding
With turnover rates of 35-50% in customer service, it’s no surprise that poor knowledge is cited as a major pain point. In addition to the previously mentioned benefits, AI support can halve the onboarding and training time for new employees. By focusing training on customer interaction, these interactions become shorter, more effective, and more pleasant for both parties.
TKC Digital & eGain
Getting the right answer the first time—that’s the value of effective knowledge management. With an AI-supported Knowledge Hub, information becomes centrally accessible for both customers and employees.
TKC Digital and eGain are joining forces to take AI-supported knowledge management to the next level. With eGain's technology and the expertise of our technical and content consultants, we’re making great strides in this area.
Want to learn more?
Send us a message! We’re happy to help.
Years of experience in knowledge management and AI.
Our approach works and will continue to work.
From discovery to implementation, we take care of everything.
Bij TKC digital helpen we bedrijven om hun klanten de service te bieden die ze verdienen. Door te luisteren naar klanten en de juiste tools en structuren te gebruiken, verhogen we klantloyaliteit en omzet, terwijl we de kosten verlagen. We maken kennismanagement leuk en effectief, en vereenvoudigen processen voor een betere klantervaring. Onze specialisaties omvatten strategie, kennismanagement, sociale media, en klantbeleving. TKC digital is een Tele'Train Talent Company en een bekroonde Oracle Service Cloud partner.
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T: algemeen: 088-0600900
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E: info@tkcdigital.com