Knowledge-Centered Service Adoption & Transformation

Launch Knowledge-Centered Service

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.

Measure Knowledge Efficiency

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.

Run Process Adherence Review

Engage and appraise support agents per their KCS® roles and the level of contribution. Adopt Content Health Check (AQI) as a key metric for knowledgebase performance and volume deflection driver.

Ad-hoc integration with your support system

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 Content Health Check module allows setting and tracking agents' contribution into the new methodology, evaluating multiple aspects of compliance with workflow rules and awarding them accordantly

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

Issue Reduction

Get automatic taxonomy for the most demanded and problematic areas of your product. Use the straightforward measurement of product features' impact on support costs

Self-Service Success

Measure Self-Service success level through volume deflection and other indicators

Improve customer support onboarding!

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 cases faster and improve customer satisfaction!

Bring the existing expertise just at the right time with reduced average handle time by 25% and improved first contact resolution by 30-50%.

Reduce customer support cost!

Knowledgebase content drives ticket deflection up to 30%. Together with lower handle time allows enduring higher volumes of requests without extending the staff. As a sequence, it helps to avoid unnecessary ticket volume and reduce support costs, saving up to 25% of the budget.

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