Increase first line resolutions to decrease costs
Give your support agents easy access to knowledge tools and you will directly boost customer satisfaction and cut operational costs. HEAT Plus Knowledge centralises the knowledge stored in various formats and various locations into one searchable format. Boost first line resolutions and decrease average call times to increase your departments ability to be proactive.

HEAT Plus Knowledge, unlike traditional knowledge tools, allows you to use knowledge in its original format. So there is no need for someone to be responsible for adding new documents to the database and managing version control.

Its' ease of use means that HEAT Plus Knowledge can be used with HEAT Self Service so customers can find their own solutions; even outside office hours. Recognising that not all knowledge is suitable for all audiences, HEAT Plus Knowledge has the ability to restrict users access. Knowledge is accessed depending on a users log on. In other words end users only have access to tried and tested solutions.

To maximise the value of your knowledge base HEAT Plus Knowledge provides you with instant feed back. The product enables you to track which knowledge is most frequently used, measure its effectiveness and add the solution to the users history in HEAT.

Download HEAT Plus Knowledge Brochure

Powerpoint Presentation - Knowledge for all