Maximise the potential of your service desk or ITSM tool and integrate them with KPS’ service desk knowledge management system, to transform your support staff into seasoned experts. Integrating your help desk tool with Universal Knowledge guarantees reduced ticket escalations and a boost in customer satisfaction.
The Benefits of a Service Desk Solution.
Improved First Call Resolution (FCR) rates
Empower service desk agents with a knowledge base that has the most up-to-date and accurate versions of your information reducing escalations to second-line support.
Reduced Average Handling Times (AHT)
By using a variety of advanced searches and content filters within our IT knowledge management tool, we can help save time spent searching for information by 50%.
Improved agent competency and efficiency
With an interactive and modern UI accessing accurate knowledge has never been more simple.
Unparalleled customer satisfaction
Providing the right answer at the right time via the most convenient route enables industry-leading customer service.