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Building on a Firm Foundation: Self-Service via the Omni-Channel

Building on a Firm Foundation: Self-Service via the Omni-Channel

Posted on May 17, 2013 in Blog, Knowledge Management

In my previous blog posts, we looked at the heavy price companies paid for offering poor web self-service, as well as the inadequacies of old school self-service tools like FAQs and site search. While the web is an amazing channel …

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Location, Location, Location – Getting the Most Value from Your Online Self Service Solution

Location, Location, Location – Getting the Most Value from Your Online Self Service Solution

Posted on March 27, 2013 in Blog, Knowledge Management, Online Self Service

Location is the single biggest factor that influences real-estate valuations. But, the same principle can be applied to the world of knowledge management software. Consider online self-service delivered through virtual agent technology (a specialized component within the knowledge management software …

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Can Knowledge Management Software Address The Challenge of Inconsistent Answers Across Different Service Channels?

Can Knowledge Management Software Address The Challenge of Inconsistent Answers Across Different Service Channels?

Posted on October 4, 2012 in Blog, Knowledge Management, Virtual Agent Software

Imagine, you’re all settled into your new home, and have some questions about how to pay your gas heating bill. You visit the utility’s website and find out your answer from their FAQ page, but you want to call the …

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Knowledge Base Software? What Is It? And Why Does It Matter?

Knowledge Base Software? What Is It? And Why Does It Matter?

Posted on October 1, 2012 in Blog, Customer Service Software, Knowledge Management, Uncategorized

Knowledge base software is a hot topic these days in the customer service industry. According to a recent blog posting by Forrester Research analyst Kate Leggett: “66% of customers say that valuing their time is the most important thing a …

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IntelliResponse Chosen as Winner of Call Center Excellence Award For “Best Technology Solution Provider”

Posted on June 19, 2012 in Knowledge Management

IntelliResponse Chosen as Winner of Call Center Excellence Award For “Best Technology Solution Provider”

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IntelliResponse Named Finalist for Call Center Excellence Awards in “ Best Technology Solution Provider ” Category

Posted on June 6, 2012 in Blog, Knowledge Management

IntelliResponse – Web Self Service & Knowledge Management Provider – Attends Call Center Week in L…

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