Knowledge base for clients and employees
Knowledge base for clients and employees
The Knowledge Base is a centralized digital platform containing up-to-date instructions, reference materials, regulations, and recommendations for clients and bank employees. It supports standardized service, reduces the load on the contact center, and speeds up the resolution of typical issues in both internal and external channels.
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A modern knowledge base is an interactive and constantly updated resource that brings together all the necessary instructions, step-by-step scenarios, FAQs, internal policies and product descriptions. It can be used both by employees for prompt customer service and by customers directly - via website, mobile app or chatbot.
Functionality:
- Step-by-step instructions and guides on products, services, operations;
- Service scenarios and response templates for the contact center and offices;
- Employee personal account with selected and recommended content;
- Search engine with auto-completion, tags and filtering;
- Integration with CRM, online and mobile banking, chatbots, IVR and BI;
- Version control, relevance tracking and usage analytics;
- Configuring access by roles, employee levels or client segments.
Who works with the system inside bank:
- Customer Service Department
- Contact Center
- Training and Methodology Department
- Digital Team and UX Specialists
- IT and Platform Development/Maintenance
System Owners:
- Chief Customer Officer (CCO) — knowledge management to improve service
- Head of Call Center/CX — operational efficiency
- CIO/CTO — for the technology platform, integrations and security
What strategic objectives do the proposed solutions solve
Provides standardized, fast, and quality service across all touchpoints
Employees receive accurate, relevant answers, and customers receive a consistent experience across channels.
Reduces the load on the contact center and increases the level of digital self-service
Customers can independently find answers to typical questions without contacting support.
Increases internal efficiency and reduces service errors
Reduces training time for new employees and reduces the proportion of incorrect consultations.
Make working with documents simpler and faster
Who are the solutions suitable for?
Results after solution implementation
Speed up customer service times and reduce average response times in the contact center.
Increasing the level of client approval for the account, quick access to relevant information 24/7.
Reduced operational costs and repeat business through increased digital self-service and in-the-moment knowledge.
Processes are optimized, routine operations are automated, and employees have more time for truly valuable tasks.
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IT partners
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FINEEO CS
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Fineeo — международная финтех-компания с более чем 17-летним опытом разработки решений для цифровой трансформации финансовых институтов. Мы специализируемся на создании гибких, масштабируемых и безопасных low-code платформ, которые помогают банкам, МФО, платёжным системам и другим финансовым организациям адаптироваться к современным требованиям рынка.
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BRB
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Biznes Rivoj Bansystems — инновационная компания, специализирующаяся на разработке IT-решений для финансового сектора. Мы автоматизируем бизнес-процессы, повышаем эффективность операций и помогаем банкам уверенно двигаться в будущее.
Лапы Хвост и Уши
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Краткое описание Опишите, чем занимается ваша компания.
SAMARALI
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Разработка и внедрение инновационных IT-решений для бизнеса. Описание: Компания предоставляет услуги по разработке программного обеспечения, интеграции корпоративных систем и цифровой трансформации. Ключевые направления — автоматизация бизнес-процессов, внедрение CRM и ERP, создание веб- и мобильных приложений. Целевая аудитория — банки, розничные сети, логистические компании. Опыт работы с международными клиентами более 5 лет.
Trinity
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