Framework-as-a-service tool provides a straightforward way to implement & launch KCS® methodology in Zendesk environment
KCS® is a service mark of the Consortium for Service Innovation™
Knowledge-Centered Service launch
Get a complete overview of the whole KCS® journey, next available steps, dependencies, and achievements, exploring Swarmica Development Tree that guides you through all KCS techniques and phases.
Knowledge Efficiency measurement
Set a baseline and start measuring an activity and outcome indicators combined to a complete integral Swarmica metric. Check and measure the success criteria for each KCS® phase.
Performance management
Engage and appraise support agents per their KCS® roles and the level of contribution. Adopt Article Quality Index (AQI) as a key metric for knowledgebase performance and volume deflection driver.
Complete and seamless integration with the most popular support system

Just start using Swarmica modules with the existing setup of Zendesk Support and Guide without any painful migration
Easy to start
Add KCS® capabilities to your existing helpdesk and knowledge base software with a few clicks in the no-code wizard. Identify initial agents' roles automatically, get baseline metrics and follow the suggested steps.
The Solve Loop
Set agents' workplaces automatically and let them start their job duties with less traction and interruption. Apply article creation, flagging, search, approval, and publishing techniques.
The Evolve Loop
Gamification-powered quality assurance module allows to set and track agents' contribution into the new methodology, evaluating multiple aspects of compliance with workflow rules and awarding them accordantly. Branching, versioning and backup system ensures the consistency and safety of the information.
Role-based reporting dashboards
Whether a support agent, team lead, department head, or C-level executive, you get a tailored dashboard that provides you with insights on the current metrics and pending tasks.
Product Management
Get automatic taxonomy for the most demanded and problematic areas of your product. Use the straightforward measurement of product features' impact on support costs.
Benhmarking
Advanced insight and comparison with Industry standards.


Hire Cheaper & Speed Up Time To Proficiency
Lower the entry bar for the level of your new hires – with the help of Swarmica you can hire junior and middle-level specialists and bring them up 50% quicker to the required proficiency level without investing any additional resources.
Resolve Tickets Faster & Decrease Volume
Resolve tickets up to 25% faster, using the Swarming Intelligence model, to bring on existing expertise just at the right time. Knowledgebase content drives ticket deflection up to 30%.
Save on Headcount & Reduce Costs
Ticket deflection in conjunction with lower handle time allows enduring higher volumes of requests without extending the staff. As a sequence, it helps to avoid potential cost growth saving at least 25% of the budget.