Transcript Interspire_Knowledge_Manager

Interspire Knowledge Manager
(Formerly Interspire ActiveKB)
World’s #1 Best Selling FAQ & Knowledge Base
Software
Problem
• Small companies spend over 20% of total
revenue on customer service and technical
support
-- “Technical support cost ratios” a publication by the Association of Support Professionals
Technical Support and Customer Service
• Technical support is tedious, especially in high
tech industries such as software, web hosting and
hardware consumer goods.
• Routine customer service questions take up
valuable staff time.
• Customers want solutions to their problems now.
They are frustrated and will often take it out on
your staff.
The Solution: Self-service Customer Support
Customer has a
common technical
support or
customer service
question
Customer visits
your website self
serve FAQ’s
Customer searches
or browses to find
an answer to their
question
Reduce Customer Support
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Reduce email volume by up to 60%.
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Reduce phone calls to your support line.
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Handle common questions freeing up customer service
staff to handle more complicated issues.
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Help customers find information and answers to questions
quickly and easily.
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Provide 24/7 assistance even when your business is closed.
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Serve as a resource for customer service staff as they
provide support over the counter or over the phone.
Answer Common Questions Quickly
eCommerce
Websites
• Shipping rates and charges
• Refund policies
Software
Companies
• Technical support questions
• Hardware requirements
Hardware
Manufacturers
Web Hosting
Providers
Corporate
Websites
Schools and
Universities
• Product documentation
• Operating instructions
• Web server administration questions
• Email setup “How to” guides
• Technical support questions
• Commonly asked questions
• Product information
• Office Hours
• Student enquiries
• Course and enrolment information
Additional Problem: Training Staff
• Training new staff takes weeks and can often
take up to 6 months before new employees
and their trainers are at 100% productivity
Staff Training
• Staff training takes weeks and sometimes months
before staff become 100% productive.
• Existing employees often need to train staff so
they too are running way below 100%
productivity.
• Office documentation, policies and procedures
are often stored in multiple locations and
extremely hard to find.
The Solution: Internal Staff Knowledge Base
Staff share knowledge
and documents into a
central repository
New and existing staff
browse and search to
find documents and
answers to questions
Reduce Staff Training Time
 Reduce staff training time by weeks
 Reduce the need for additional
staff trainers
 Improve employee productivity
 Standardize procedures and documentation
 Provide a centralized knowledge share
Share Office Documents
 Office policies and procedures
 Training manuals and best practices
 Technical documentation and user guides
 Attach employee forms and worksheets
 External resources and websites
Your Options
• Build your own custom solution
 Too costly + time consuming
• Use HTML documents
 Hard to maintain
 No customer feedback or reporting
 End users can’t search to locate documents quickly
• Use PDF’s and Microsoft Word Documents
 Time consuming to create, update and upload
 No feedback or reporting
 End users can’t search to locate documents quickly
You Need Interspire Knowledge Manager
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Web based software application that makes sharing
and finding knowledge a breeze.
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Easy to use. No training time necessary.
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Web based. Easy access from multiple locations.
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Staff enjoy adding new knowledge base entries and
FAQ’s.
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Supports multiple logins, unlimited articles and
WYSIWYG Editing.
Show Me The Product
Live software demo...
Interspire Knowledge Manager Makes Adding
Knowledge a Breeze
Using a secure web
based login, employees
can add knowledge to
your self-service FAQ’s
or internal knowledge
base in minutes.
Find Knowledge Easily
By browsing or
searching using their
web browser, your
customers and staff
can find answers to
their questions
instantly.
The Smart Choice
Features
Completely Web Based
WYSIWYG Editor
1 Step Knowledge Creation
Customer Feedback Mechanisms
Insightful Statistics and Reporting
1 Step Website Integration
Pre-designed Website Themes
Flexible User Permissions System
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We Eat Our Own Dog Food
Interspire Knowledge
Manager is an invaluable
application used on our
very own interspire.com
to reduce email technical
support by up to 30%.
...And To Train Our Staff
Our intranet runs solely on
Interspire Knowledge Manager
where staff share knowledge,
document procedures and attach
product documentation. It’s
reduced our new staff training
time by 40%.
Integrates Into Your Website Design In Minutes
Your Customer Service with Interspire
Knowledge Manager
Call and
email
volume
Customer
Satisfaction
Your Staff Productivity with Interspire
Knowledge Manager
Staff
Training
Time
Employee
Productivity
Your Business with Interspire Knowledge Manager
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Your email and call volume reduced by up to 60%
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More satisfied customers who can find answers to
their questions instantly
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Faster staff training time in your business
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More productive employees with readily available
access to knowledge they need
Pricing
Interspire
Leading SaaS
Knowledge Manager Solution
Leading Open
source Alternative
Modifiable Source
Code
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Product Support
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Cross Browser
Support
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Integration in
under 1 hour
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Statistics and
Reporting
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$329
$10,000 +
$0
Cost
What Our Customers Are Saying...
“What a great product - love it and simple to use.” – Shaun
Meers
“What I really love is the availability of the source code and
how easy it is to change the look and feel of the pages to fit
our need. I have to say -- all in all, a great job with Interspire
Knowledge Manager. Love it.” – Sangita Pathak
“Interspire Knowledge Manager is a fabulous program! ... The
customer service and tech support is excellent. We at the
Spinal Injury Foundation recommend this software. It has
saved us a lot of time and trouble.” – Dr Amy Price
So…What’s Holding You Back?
• When do you want to reduce your support
cost?
• When do you want to reduce internal training
cost?
• What’s stopping you from enjoying these
benefits right now?