Many organizations rely on knowledge bases in order to provide good customer service. You can integrate such knowledge bases with your Zylinc solution and get great efficiency benefits compared with using the solutions separately.
Here’s an example based on a knowledge base for government authorities that helps government employees find the right answers when citizens ask about particular benefits, if citizens get stuck in self-service solutions, or similar.
In the example, we use Zylinc’s Click-to-Transfer feature to integrate the government knowledge base with Zylinc’s Contact Center and Service Center user applications. With that integration, government frontliners can handle inquiries in an extremely targeted and time-saving way, especially when they need to transfer calls to other offices or departments.
With a single click inside the knowledge base itself, they can make the Zylinc solution automatically transfer calls to:
- another phone queue,
- another colleague, or
- another phone number
When they transfer calls, the integration automatically creates a call handling history that shows which types of information the caller’s previous point of contact has looked up in the knowledge base. That way, any colleague who takes over the call is instantly able to see what the previous colleague has already covered with the caller.
In addition to the automatically generated call handling history, each point of contact is also able to write notes that’ll further help the next colleague who deals with the call.