Talkdesk Knowledge Management contains both articles and procedures that arm customer service staff with all of the information they need to elevate the customer experience and provide real solutions. Based upon the error code that Alex's bike is displaying, the specialist is able to help quickly identify the key troubleshooting steps required for Alex's error type. The specialist walks Alex through the troubleshooting procedure step by step until the problem is identified and solved. At the end of what has amounted to a great customer experience, Alex shares with the specialist that at a future date, he would like to have additional routine maintenance performed on the bike. Once again, Agent Assist lends a hand, this time suggesting that the specialist extend a 20% off coupon to Alex, to be applied to any future maintenance. And still leveraging Workspace, the specialist sends the coupon via SMS to Alex.
