USU Solutions  Customer Experience  Company  Info Center Careers  Events  Blog  👤︎  EN ⟵ USU Knowledge Management Knowledge Management for Customer Service The leading knowledge base software for customer service Proven ROI Benefits Features Integration Customers Contact Get a demo Deliver exceptional customer service in every channel USU predictive Knowledge Management solutions support your customer service team by delivering the tools it needs to serve customers whenever and wherever they need help. Automatically ensure agents have accurate, up to date and quality-assured content at their fingertips. USU Knowledge Management provides agents with interactive support for guaranteed higher productivity and a better agent and customer experience. Improve customer & agent experience while reducing operating cost. See how Customer service needs Shorter call-handling times Increased first contact resolution rate Consistent service quality across channels Higher productivity Lower service costs Excellent customer experience How you benefit – Knowledge base software for customer service 0% fewer documents 0% shorter training times 0% higher first contact resolution rate Analyzing your Operations is as Easy as Pie Charts Know your service, inside and out with detailed analytics and reports on engagement metrics, search patterns and insights to improve agent and content performance. Off-the-shelf reports deliver actionable insights for knowledge managers to identify content gaps, inquiry trends and search performance. Better plan your staffing requirements, training needs and uncover new opportunities for improvement. Learn More 🔍︎ zoom Knowledge Management Analytics Our KM analytics tool enables you to reduce operating costs and improve performance in a variety of ways such as: Understand how effective your knowledge base is Identify peak inquiry times Discover bottlenecks in your processes Gain insight into least and most used search terms Find searches with no results and identify content gaps Gamify employee content contributions and feedback Selected features Dynamic AI-powered search Get automatically generated overviews to intuitively find all relevant information about a subject so you quickly find the right document or correct response. Decision trees Interactive, step-by-step guidance to the right solution. Create one process and deploy it to your agents, self-service and chatbots. Learn more Intuitive editor Our flexible block-based editor features includes an intelligent approval processes allow editors to easily create new articles as well as automatically flagging existing ones for review so nothing falls through the cracks. E-learning Integrated e-learning is a quick and easy tool for training new employees in the office or remotely and providing them information about new content. Reduce onboarding and training times while increasing user adoption. Multilingual Ready Easily and clearly provide knowledge in the languages you need. Using country or market specific workflows, create content as uniformly as possible yet as individually as needed. Dedicated media server Easily serve and stream large data files, such as videos, images, or PDFs, with an integrated multimedia server. Forget third party hosting or bulky files that slow down your KM system. How to Choose a Knowledge Base Give your customers the omnichannel experience they expect Chatbots Chatbots answer service questions quickly, personally, and around the clock. They improve the customer experience and accelerate automation. More about USU Chatbots Customer Self-service Taking a context-sensitive approach to providing dynamic service FAQs on your website significantly reduces frequent calls. More about Customer Self-Service Virtual Assistants Serve your customers comfortably via virtual assistants like Alexa. More about Voicebots Benefits for your Support Team & Customers Agents The right information in the right context delivered for each inquiry Wizards interactively guide support staff Innovative features help keep knowledge up to date Intelligent references — for example, to frequently used solutions Agent assistance to help your staff Editor Managers Customers Quickly and easily integrate into your CRM, CCaaS, ITSM or other existing system ⟵⟶ White Paper Knowledge Management for Customer Service Modern knowledge management improves agent and customer experience, while reducing operating costs. Download E-Book Customer Service while Working from Home Results of USU's study "Customer Service during the Corona Crisis" Download White Paper Next Generation Chatbots Chatbots are getting better all the time. Forget the clunky bots of years past. The next generation of… Download ⟵ ⟶ Smart businesses use USU Knowledge Management for Customer Service See more customers Success Story Success Story Get to know Knowledge Management for Customer Service now Learn more about our solutions first-hand: Position Employee Manager Director Vice President/SVP C-level Student/Intern External Consultant/Advisor Country Afghanistan Albania Algeria Andorra Angola Antigua & Deps Argentina Armenia Aruba Australia Austria Azerbaijan Bahamas Bahrain Bangladesh Barbados Belarus Belgium Belize Benin Bermuda Bhutan Bolivia Bosnia Herzegovina Botswana Brazil Brunei Bulgaria Burkina Burundi Cambodia Cameroon Canada Cape Verde Cayman Islands Central African Rep Chad Chile China Colombia Comoros Congo Congo {Democratic Rep} Costa Rica Croatia Cuba Curaçao Cyprus Czech Republic Denmark Djibouti Dominica Dominican Republic East Timor Ecuador Egypt El Salvador Equatorial Guinea Eritrea Estonia Ethiopia Fiji Finland France French Polynesia French West Indies Gabon Gambia Georgia Germany Ghana Greece Grenada Guam Guatemala Guernsey Guinea Guinea-Bissau Guyana Haiti Honduras Hong Kong Hungary Iceland India Indonesia Iran Iraq Ireland Israel Italy Ivory Coast Jamaica Japan Jordan Kazakhstan Kenya Kiribati Kosovo Kuwait Kyrgyzstan Laos Latvia Lebanon Lesotho Liberia Libya Liechtenstein Lithuania Luxembourg Macao Macedonia Madagascar Malawi Malaysia Maldives Mali Malta Marshall Islands Mauritania Mauritius Mexico Micronesia Moldova Monaco Mongolia Montenegro Morocco Mozambique Myanmar, (Burma) Namibia Nauru Nepal Netherlands New Caledonia New Zealand Nicaragua Niger Nigeria North Korea Norway Oman Pakistan Palau Panama Papua New Guinea Paraguay Peru Philippines Poland Portugal Puerto Rico Qatar Romania Russian Federation Rwanda Saint Vincent & the Grenadines Samoa San Marino Sao Tome & Principe Saudi Arabia Senegal Serbia Seychelles Sierra Leone Singapore Slovakia Slovenia Solomon Islands Somalia South Africa South Korea South Sudan Spain Sri Lanka St Kitts & Nevis St Lucia Sudan Suriname Swaziland Sweden Switzerland Syria Taiwan Tajikistan Tanzania Thailand Togo Tonga Trinidad & Tobago Tunisia Turkey Turkmenistan Tuvalu Uganda Ukraine United Arab Emirates United Kingdom United States Uruguay Uzbekistan Vanuatu Vatican City Venezuela Vietnam Yemen Zambia Zimbabwe I have read the data protection and privacy policy and I agree to the use of my personal data as described* By submitting this form, I agree to allow USU Software AG, other companies in the USU Group and their service providers and partners to use the requested personal information for the purpose of processing the inquiry or registration and of transmitting the requested information or information in which I may be interested from the companies of the USU Group. I may withdraw this consent at any time by sending an email to: webteam@usu.com. Solutions USU Software Asset Management USU IT Service Management USU Enterprise Service Management USU Self-Service Management USU Knowledge Management USU IT Monitoring USU Hybrid Cloud Management USU Digital Customer Experience USU Digital Process Automation USU AI Services Company About us Management Locations Events & Webinars Partner Press Careers Contact Support See Smarter Services in Action! Maximize your IT and service potential with USU solutions. Email: info@usu.com Phone: +1 617 307-7733 Contact us USU©2021 USU Software AG 📺︎ 🐦︎ 𝗳 𝗶𝗻 𝙓 Legal notice | Data Protection Policy | General Terms and Conditions 💬︎ ✉