It's well known that knowledge is useless until it is shared, and this is the aim of The Arthritis Foundation, which is striving to help arthritic people lead a better life. Wanting to put the massive amounts of knowledge at its command to far better use and thereby empower its call center agents, it has decided to deploy SmartSupport, Safeharbor’s knowledge base platform.
“Safeharbor is excited to enable The Arthritis Foundation streamline their knowledge management processes and call center performance,” said Wade Pfeiffer, president of Safeharbor Knowledge Solutions.
Organizations working with large knowledge repositories need tools for capturing, storing and managing data, and SmartSupport, with its intuitive interface and powerful management tools, is expected to give the foundation full control over support content, enhance efficiency of support agents, lower agent workload and improve the overall performance of its call center.
According to Pfeiffer, The Arthritis Foundation will use Safeharbor’s knowledge base platform to share information between all employees as well as to support call center agents on all external interactions.
In order to do this, call center agents must be able to research answers quickly and efficiently. SmartSupport's intelligent search engine is designed to help them find the right answers at the right time. Being able to access information quickly and provide answers equally as fast will save the call center time and money, and most importantly satisfy the customer. Agents, too, feel better equipped to tackle questions, and therefore more likely to enjoy their work.
Moreover, SmartSupport's various features can be used to create rich articles with real-time editing and publishing capabilities by supplementing data with videos, images and more. It can also be used to create interactive, step-by-step decision tee guides, where experts can walk customers through troubleshooting procedures. With the SmartSupport dashboard, agents can deliver outstanding service by becoming leveraging the most up-to-date information available.
Other features of SmartSupport will be implemented gradually by The Arthritis Foundation.
Edited by Blaise McNamee