Moxie Software has released a Social Knowledgebase application that combines enterprise social collaboration functionality with deep-rooted knowledge management capabilities.
According to Nikhil Govindaraj, Moxie's vice president of products, Moxie currently counts more than 600 customers using its knowledgebase solution in their contact centers, both in Web self-service and agent-assisted capacities. A major issue in support interactions, he says, is that "twenty percent of the time, the customer doesn't get an answer quickly."
With today's launch of the Social Knowledgebase, users can share, promote, or recommend enterprise content that ultimately improves the customer experience. One of the top requests knowledge solution customers had was gaining access to the right information at the right time.
When knowledge assets are properly tapped into, the argument is that enterprises can tie insights from as diverse a set of knowledge sources as discussion forums or social media sites back to service instances or even product development.
One of the key bottlenecks enterprise collaboration technology providers are up against is the ability to move the platform beyond "soft and fuzzy" metrics to truly quantifying how collaboration has helped deflect calls or reduce the volume of emails in an organization, Govindaraj says.
With Social Knowledgebase, an enterprise has access to a knowledge portal that combines activity streams, blogs, discussion forums, groups, projects, and ideation. Users can harness a federated search capability to easily pull up information from corporate intranets, files, and databases. Content workflows allow enterprises to crowdsource answers to questions or to share approved or certified content and information among different teams.
Social Knowledgebase is a fit for companies that need to surface accurate and timely information and answers to customers, says Tara Sporrer, Moxie's vice president of marketing and sales operations. Moxie has cross-vertical play, but finds the most traction in the high-tech, retail, consumer goods, and financial services spaces.