Cognitor | Enhancing your Customer Experience | ENQUIRE

The alarming fact is companies spend more money on advertising and marketing than customer support. According to a study done by US Business Administration and the US Chamber of Commerce, 68% customers leave due to service problems. Why spend the money to win new customers only to lose them? To guarantee continuous improvements on customer relations, how will your organization deliver consistent, accurate and timely results for customer's problems and inquiries? How will your organization capture and save this knowledge?

ENQUIRE applies the knowledge to your team right at the time of service, providing the process of transforming information and intellectual assets into enduring value. Our KM tool connects people with the knowledge that they need to take action, when they need it. ENQUIRE is a LIVE central repository effectively capturing and reusing the intellectual capital of your service organization. ENQUIRE allows employees, customer and field service, repair center personnel to quickly and accurately search identified issues and resolutions.

ENQUIRE can run as a stand-alone application or embedded within your CRM system. It dynamically allows segregation of knowledge based on users and roles and known product attributes. It can rapidly suggest any type of structured or unstructured data to help resolve a customer question whether it is a flash HTML, video clip, or a User's Manual. ENQUIRE allows its users to rapidly search previously documented issues and solutions, or create new solutions based on research through the same interface. The tool enhances your CRM Service Solution by better managing and utilizing your enterprise knowledge and prior service history information to resolve product and service issues on the first call or site visit.

ENQUIRE automates the capture and reuse of knowledge and manages the service resolution lifecycle, eliminating the need to create new solutions for issues that have already been resolved, thereby eliminating redundant workflow and saving time and resources. ENQUIRE has a built-in learning methodology – it learns which solutions have worked in the past and why. ENQUIRE uses this information along with other call and product information to provide the most relevant knowledge articles whether it be troubleshooting steps, scripting, validation steps, manuals, engineering bulletins, or solutions.

As knowledge is captured it can be used and reused to deflect calls to the web for self-service or dynamically generate FAQs real-time based on questions. User metrics tracking provides a way to monitor questions that have been submitted over the web by a user, so the CSR’s are aware and won’t offer the same response if the customer later calls in to the contact center.

The product extends to field and repair centers to provide the accurate and timely solutions to field service technicians.

The Benefits of ENQUIRE: