www.wds.co WDS, A Xerox
Company provides multi-channel knowledge management, care automation and analytics to help brands deliver a more effective customer service experience.
WDS Knowledge as a Service underpins your customer care touch points with a centralized, dynamic and accurate pool of knowledge content to provide effective and consistent support for your customers across the entire care mix.
Why is good customer knowledge important?
As organizations face increasing customer care costs, moving as much care traffic as possible to lower-cost digital, self-service channels has emerged as an attractive method to manage costs. However many current customer care deployments are ill prepared to meet the change in customer demands, and are thus failing to provide users with accurate and accessible content.
Too often support content is restricted to setup guides, limited problem resolution, and poor information; all hindering the identification and resolution of customer issues.
Alternatively, companies are often unable to identify what content their customers need, and should therefore be available through their digital help portals. This may be due to a lack of resources, tools, knowledge or expertise needed to create and maintain this content in line with problem types across contact center and self-care channels.
Bring dynamic knowledge into your customer care mix
Knowledge as a Service
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What is WDS Knowledge management?
Our Knowledge as a Service (KaaS) is a combination of tools, methodologies, and best practices that builds relevant product and service knowledge across the entire care mix while continually adapting to update new call drivers, products or service launches.
At WDS we recognize that there is an opportunity for self- care solutions to do more to assist users in both resolving issues and feeling more empowered with their device.
What are the key benefits?
KaaS is a solution that can be applied across self-care, retail and contact center channels. By providing clients with a dynamic, accurate and consistent knowledge base, they can benefit from:
• Increased First Call Resolution (FCR); call deflection rates and sales conversions.
• Reduced Average Handle Time (AHT); hold time and device returns.
• Improved customer experience; NPS® and customer satisfaction.
• Increased consistency of content and level of problem coverage across entire care mix as well as timely content updates.
• Knowledge being available on the day of launch.
Top Knowledge type by usage
Why is WDS Knowledge management different?
Our KaaS solution is unique because it is delivered by a team of experts who work closely with clients to develop and deploy the right knowledge solution within customer care environments to ensure seamless integration with existing systems as required. Once KaaS is deployed, our analysts study knowledge article usage and requests to accurately understand each client’s unique knowledge needs, ensuring that agents and self-care tools always have access to the right content.
Improving Knowledge base could reduce AHT by up to 51%
33.6%
Troubleshooting Guide 34.3%
2.6% FAQ Service Advisory Learning4.4%
Snippets 23.7%
How to / Setup Guide
After finding that 43% of calls to a client’s contact center were escalated to Tier 2 agents, KaaS analysts identified that the creation of a single knowledge article could potentially contain 21.5% of these calls at
Tier 1.
43 %
ESCALATED TIER 2 AGENTS
ONE KNOWLEDGE ARTICLE POTENTIALLY CONTAINS 21.5%
OF THESE CALLS AT TIER 1
1
WDS KaaS creates
knowledge to support the top 60% of anticipated issues at device launch. This increases to 80% 60 days after launch.
Why do you need Knowledge management solutions?
1. Promote consistency across all channels
Using one underlying knowledge infrastructure that can be deployed with third party support interfaces or within WDS customer care products, KaaS ensures consistency in support quality and the level of problem coverage across your care channels.
2.
Ensure information is up-to-dateOur analytical approach means that support knowledge is continually generated and refined to reflect the immediate requirements and dynamic nature of customer care. We capture and analyze transactional and point of sale data, from product returns and call logs to problem types and accessed content to improve our knowledge base.
3.
Deliver greater convenienceWith consistency in support quality regardless of channel, customers can enjoy the best customer care in a fashion that is most convenient to them; reducing time and effort spent by customers and care agents alike.
New Know
ledge cre ate d b
y d ate Jan Feb Mar A pr M
ay J un
Jul Au g S
ep O ct N
ov D
ec
619 672
537 939
5102
1459 3678
1468
2057 2295
1288
1049
Over
7000
devicesimulators with over 243K user journeys and 86K Troubleshooting, How To and FAQ guides
Key stats for WDS Knowledge:
Content produced every month
Why do you need Knowledge
management solutions? A web gap analysis
highlighted how only 17% of the top 75% call drivers had a clear and easy to locate solution on the client’s site.
Consistent knowledge management across contact center and self-
service could help avoid this deficiency.
2295
1288
1049
Over
80
milliontransactions / month through WDS tools
80
%60 80
60
%% knowledge articles
Device
launch 60
days
Net Promoter and NPS are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.
mobile devices
6500
Why do you need Knowledge management solutions?
1. Promote consistency across all channels
Using one underlying knowledge infrastructure that can be deployed with third party support interfaces or within WDS customer care products, KaaS ensures consistency in support quality and the level of problem coverage across your care channels.
2.
Ensure information is up-to-dateOur analytical approach means that support knowledge is continually generated and refined to reflect the immediate requirements and dynamic nature of customer care. We capture and analyze transactional and point of sale data, from product returns and call logs to problem types and accessed content to improve our knowledge base.
3.
Deliver greater convenienceWith consistency in support quality regardless of channel, customers can enjoy the best customer care in a fashion that is most convenient to them; reducing time and effort spent by customers and care agents alike.
New Know
ledge cre ate d b
y d ate Jan Feb Mar A pr M
ay J un
Jul Au g S
ep O ct N
ov D
ec
619 672
537 939
5102
1459 3678
1468
2057 2295
1288
1049
Over
7000
devicesimulators with over 243K user journeys and 86K Troubleshooting, How To and FAQ guides
Key stats for WDS Knowledge:
Content produced every month
Why do you need Knowledge
management solutions? A web gap analysis
highlighted how only 17% of the top 75% call drivers had a clear and easy to locate solution on the client’s site.
Consistent knowledge management across contact center and self-
service could help avoid this deficiency.
2295
1288
1049
Over
80
milliontransactions / month through WDS tools
mobile devices
6500
r
KaaS applications
FreeRoam Simulator
Our latest application of KaaS is FreeRoam, a fast, photo- realistic virtual simulator for the telecoms industry that allows any user to have a replicated handset experience without the actual physical device. It does this by embedding support knowledge into high definition, interactive images of both the physical device and its various user interfaces.
FreeRoam can be applied in a retail or contact center environment:
Used as a try-before-you-buy tool, it allows users to experience a device’s full functionality online or at a kiosk in-store.
In the contact center, it gives agents extra confidence in responding to customer issues as FreeRoam allows them to guide customers through to resolution as if they have the same device in their hand.
Benefits of FreeRoam:
• Higher NPS thanks to improved sales and reduced returns as customers can explore devices in-depth before purchase.
• Improved CSAT because of improved FCR, lower AHT and reduced Hold Time as agents are able to confidently guide customers though to solutions.
Following a web gap analysis against top call drivers within a contact center, we found that 90% of the top solutions were available online but 70% of them were not fit for purpose.
90 %
TOP SOLUTIONS AVAILABLE
ONLINE
70 %
NOT FIT FOR PURPOSE
- +
HANDLE TIME RETURNS HOLD TIME
NPS SALES CSAT FCR
In addition, FreeRoam provides reports on customers’ sessions, such as what they did, what device model or brand they have looked at – as well as insight from care agents’ use of the simulators, such as the steps they took to resolve a particular customer issue. This data will drive customer support improvements and knowledge creation as well as the development of more accurate self-service solutions.
WDS, A Xerox Company is the trading name of Wireless Data Services Ltd registered in England and Wales with company number 01714719. Registered address - Wireless Data Services Limited, 160 Queen Victoria Street, London EC4V 4AN. VAT number GB 911330278. WDS cannot accept (and hereby disclaims) any responsibility for loss or damage caused by errors or omissions.
All rights reserved © WDS, A Xerox Company 2015.
To find out more about WDS Knowledge as a Service, please contact: www.wds.co/WDSKaaS
Walk-through Guides
Deployed in contact center, retail or self-care, the interactive Walk-Through Guide is a step-by-step device simulation which walks the user through a specific task on the device. Each scenario includes textual instructions which are accompanied by screen shots and ‘hot spots’ which highlight the icon, button or gesture needed to progress to the next step. Hot spots are ‘active’
and can be tapped to progress to the next step. Alternatively, next, back and restart buttons enable users to navigate each scenario.
Troubleshooting Guides
Similar to the above, the Troubleshooting Guides consist of knowledge articles designed to help them solve user issues such as device slowing, freezing, switching off or acting unpredictably. Each guide explains to the end user what symptoms it can help to address, and then breaks down the troubleshooting into easy to follow steps. It can link to additional knowledge including third party sources.
Built for both online self-care and contact center agents, KaaS’ How-to Guides are clearly laid out textual and visual guides for operating digital devices.
Customer Lifecycle
Additional KaaS features include the Customer Lifecycle widget which, using the customers “device activation date” as a guide, displays links to the top 5 most relevant articles based on the customers progression through the customer lifecycle; and the FAQs with text and image based answers to common user and agent questions.
For the telecoms industry, WDS offers Device Specifications, capturing up to 600 validated, accurate device specifications per device including, but not limited to; hardware features, camera support, battery specifications, connectivity support, network support and email and messaging support.
Knowledge as a Service is a key component across self-care, retail and contact center solutions. Underpin your customer care touch points with a centralized, dynamic and accurate pool of knowledge content to deliver effective and consistent support for your customers.
About WDS
WDS, A Xerox Company, is a global leader in the delivery of transformational customer care solutions. Built around a cognitive technology platform that continually learns from the customer care transactions that pass through it, WDS helps clients to leverage their existing data assets to increase efficiency across the care-mix; from improved agent performance to self-care automation and personalisation. Quite simply, WDS enables customers to find the answers they need and ensure that every customer care experience is better than the last.
