KnowledgeIQ Review

Increased Employee Productivity

KnowledgeIQ allows you to build a single source of knowledge and truth for your employees. It makes all the essential information, articles, and content needed by your contact center, service desk, and frontline staff readily available in one place. This way, they can perform their jobs more efficiently. KnowledgeIQ comes with a smart search engine that permits employees to easily and quickly find and access knowledge and information.

You can adjust the rankings of search results and articles depending on how relevant they are to specific user groups. You can also build lists of synonyms and stop words, apply automatic spelling correction, and provide the best matches and pinned articles. Plus, KnowledgeIQ allows you to keep your employees connected by letting them access real-time notifications and alerts via app and email. It informs them of changes and updates in processes, policies, events, and articles.

Enhanced Customer Engagement

KnowledgeIQ provides features that help employees interact and engage with customers effectively. For instance, you can create visualizations of your organization’s customer-facing processes to guide employees on carrying out complicated procedures and tasks. Employees can access reusable process diagrams, detailed instructions for every step of a process, and relationships between processes.

You can also create decision-making trees so employees can find out the best choices and courses of action they should take when interacting with customers and handling their concerns. This way, they’ll resolve issues quickly and effectively while delivering better customer experiences.

Seamless Knowledge Governance

The knowledge management solution gives you the capability to seamlessly and confidently govern knowledge across your organization. You can implement customizable, multi-stage workflows for reviewing, approving, and publishing articles and content. Furthermore, KnowledgeIQ lets you set up knowledge, article, and content-related policies that subject matter experts and content creators need to comply with.

You can monitor and audit all users and activities within your knowledge management system. You will see who created, updated, approved, or published articles and content and when such action was made. Through dashboards and reports, you can determine how knowledge, articles, and content impact your employees, customers, and partners. You can also track and analyze content utilizations and histories and user behaviors and engagements in different locations, business units, departments, divisions, and teams.

Collective Knowledge Delivery

Users can integrate the knowledge management system with various platforms and applications. This improves the delivery of collective knowledge to employees, customers, and partners. KnowledgeIQ connects and interoperates with Salesforce. As a result, users can access knowledge, assessments, and notifications directly within Salesforce and search for contextual information from the KM system using Salesforce records.

KnowledgeIQ, furthermore, can be integrated with your existing digital management systems. This enables you to instantly add images, videos, and audios from the DAM systems to the KM system. Plus, you’ll be able to link articles and content to videos found in YouTube and Vimeo or make them accessible in your FAQ sites and chatbot tools.