Help your customer support team provide faster, more accurate responses and boost your customer satisfaction.

WORKFORCE ENGAGEMENT MANAGEMENT | KNOWLEDGE MANAGEMENT

Get answers, not articles with Talkdesk Knowledge Management.

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Talkdesk Knowledge Management™ helps agents find answers to customers&#8217; questions quickly and easily. Agents no longer have to weed through lengthy knowledge base articles and instead get easy-to-consume answers to customer issues.

A knowledge base management system made for easy searching.

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Bring frontline experience to your knowledge base. Give customer service experts autonomy to create more accurate answers for variables like customer intent, communication channel, and ring group.

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Enable contact center staff to author answers for customer queries.

Get complete answers to customer queries with a single search query. Talkdesk Knowledge Management uses AI-powered semantic search techniques to deliver results with greater precision and speed.

Give busy agents a faster way to find answers.

Efficiently manage information scattered across different locations by connecting multiple third-party platforms to Talkdesk Knowledge Management. You can conveniently connect applications like Salesforce, Confluence, Zendesk, and others.

Simplify how knowledge curators and authors discover and eliminate knowledge gaps. The Talkdesk Knowledge Management dashboard monitors the ratings and engagement of articles and Answer cards to help authors understand how they can improve the knowledge base.

Get insights on your knowledge base performance.

Author and curate precise answers to specific ring groups, channels, or intents to resolve customer issues correctly and quickly.

Answer cards

Seamlessly integrate with existing workflows using shortcuts to create Answer cards directly from internal communication channels.

Cards shortcuts

Consolidate knowledge base articles stored across multiple third-party platforms by connecting them to Talkdesk Knowledge Management.

Knowledge base connectors

Easily upload FAQs files to Talkdesk Knowledge Management to automatically create Answer cards.

Upload FAQs

Use Talkdesk Knowledge Management to feed information to other Talkdesk products, such as Talkdesk Agent Assist™.

Talkdesk product integration

Measure and optimize knowledge performance with customizable dashboards that provide insights into key knowledge management metrics.

Dashboards

Maintain control of user permission levels to ensure every user has the right access based on their role or team.

Access levels & permissions

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Knowledge management is a term used to describe how an organization shares, uses, and creates collective information between team members. Artificial intelligence (AI) is able to predict what information will be relevant for customers and employees based on the conversations being held, then it can scan the company’s knowledge bases to provide efficient answers.

Having a good knowledge management process will help your customer service team provide consistent, accurate information to your customers. Not to mention, it will increase efficiency and organization within your company.

Internal knowledge base software is designed for the people within the company and will require login information to be granted access. Meanwhile, externally based software is created for customers and is open to anyone.

What is the difference between internal knowledge management software and externally based software? 

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The interface of the application its great for monitoring and handling all agents to improve productivity in real time.

Overall it is a good tool, it covers the basics, good reporting, good coverage, ease of use and it is pretty reliable, in the 18 months that we have used it, it has never failed.

The call quality is great. Talkdesk offers great integration options, all our required systems are integrated into TD natively.

Talkdesk is great for a Sales Organization that has to be on the phone all the time. Also, if you use Salesforce it is amazing that it can link calls straight to their account.

Talkdesk allows our company to call clients, track and record phone calls, and access voicemails using one platform. It also links with Salesforce to record data which is useful for tracking of daily calls. Having the ability to conduct conference calls and transfer calls also provides benefits other services may not offer.

Talkdesk is well suited to creating reports like the agent status report that shows the breakdown of the activities being performed by a team member. It helps determine whether the team member is trying to avoid his/her responsibilities or not.

The Talkdesk support team does an amazing job making sure issues are solved timely and requests are fulfilled in the best way.

It's suited when you want to route calls with different priorities, and when your customer service demands agents with different skills. Using the salesforce data dip we can quickly identify the type of client calling and assign a specific team to answer them or give them a higher priority on the waiting queue.

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The future of AI in the contact center

Self-service and agent assistance: Using AI and knowledge to power better customer and agent outcomes

Why AI is a gamechanger for customer service

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Thanks - the Talkdesk Team.

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Talkdesk Knowledge Management™ empowers knowledge management teams to easily grow, refine, format, and orchestrate information across their enterprise.