Knowledgebase
When your customer opts to contact an agent for assistance, finding the right information at the right moment is critical. Moxie Knowledgebase is a robust knowledge management solution that integrates across Moxie’s digital channels to improve customer satisfaction scores and boost operational efficiency.
Boost Productivity
Increase efficiencies staff-wide—from IT to customer support. User-friendly web interface and sophisticated search capabilities enable agents to quickly find information needed to assist, reducing customer handling time and improving first contact resolution rates.
Easy Article Creation
Our knowledgebase features a workflow engine that is configurable for article authoring and powerful WYSIWYG HTML editing delivers an intuitive interface.
Ease and Accuracy of Information
Ensure the retrieval of current, accurate, and relevant information with a centralized, easily accessible repository for subject matter experts.
Knowledge Management Reporting
Track what articles are being viewed, and which lead most often to inquiry resolution with Dynamic ROI to tell you what you’re getting for your investment.
Features
Praised by customers and industry analysts alike for its ease of use and reporting functionality, Moxie Knowledgebase is equipped with a number of accessibility and compatibility features that empower your agents with consistent and effective information.
Smart Synopsis
Provide access to the content most relevant to each customer by using RSS feeds to stay up-to-date on articles, categories, forums, and wiki modifications.
Robust Reporting
Track article searches, retrieval rates, and ROI with customizable reporting tools. Ensure relevance of content by analyzing which articles are being accessed by whom, and which lead most often to inquiry resolution.
Contextual Knowledge
Use the insight you’ve gained on your customers to tailor content to appear in the appropriate language and context. Personalized portal capabilities allow you to display topical articles and alerts with relevant, reputable content.
API Enhancements
Extend Knowledgebase deployments and integrations seamlessly with enhanced methods for creating users and content, including the ability to search and retrieve content before it’s even been published.
Advanced Search Tuning
Augment user queries and ensure relevant results based upon user-defined business rules. Custom entity and pattern recognition and advanced search capabilities allow for an unparalleled search experience.
Content & Time Management
Enable high-level change on a massive scale without touching individual articles. In a point and click, a single user can implement system-wide changes to security, metadata, and taxonomies, and access full logging and article history audit trail.
Seamless Content Creation
Create, edit, and share relevant content through the intuitive Knowledgebase interface, a workflow engine that is configurable for article authoring and powerful WYSIWYG HTML editing.
Execute Up-Sell And Cross-Sell Programs
Market and manage promotional campaigns related to product or service searches within Knowledgebase. Provide customer service agents with simple prompts to suggest offers to customers during an assisted service interaction.
Integration Across Platforms
Microsoft Dynamics CRM
SalesForce
With Moxie, you’re not just getting a knowledge management system. You’re gaining a partner who is invested in the success of your business. Moxie’s customer service email platform integrates seamlessly with Microsoft Dynamics CRM knowledge management software and Salesforce.com to provide consistency and accuracy across all support agents.
We empower our customers to cultivate meaningful relationships with their customers, based on proactive, strategic communication and support. It’s not just what we do – it’s what we love to do.