Support and Call Center Knowledge Base

Support & Call Center

Empower your agents with every answer at their fingertips

Reduce handling times, increase upsells, and nurture healthier, happier customers with just-in-time learning.

Eliminate lost time to give your agents superpowers

Struggling with slow handling times, high ticket volumes, and low customer satisfaction? With so much knowledge scattered across tools, it’s harder than ever for support and call center agents to find up-to-date answers to help customers quickly.

��ϳԹ�� eliminates lost time by delivering bite-sized knowledge and training directly into your agent’s flow of work, empowering them with every answer at their fingertips. No more digging through Sharepoint, PDFs, or lengthy training documents. Just the to reduce response times, increase customer satisfaction, and drive upsells — where they need it.

Increase in quality assurance scores with ��ϳԹ��

Increase in deal save rates with ��ϳԹ��

Reduction in support tickets with ��ϳԹ��

Reduce response times with instant access to information

With ��ϳԹ��, your team is never more than a click away from the most up-to-date knowledge and resources. Solve customer challenges faster and more accurately by to the correct information when and where it matters most.

Segment knowledge by tool, team, geography, use case, and more.
Include engaging videos, embedded files, images, and more.

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“Employees and supervisors alike tell us that ��ϳԹ�� allows them to present and consume information effortlessly, and allows them to look anything up so that inter-team collaboration is seamless.”

Jai Kumar

Alert agents of new policies, procedures, or FAQs in real-time to reduce error rates

Customer-facing teams must be immediately informed of policy changes, high-priority customer issues, security bugs, etc. With ��ϳԹ��, send in-app alerts to notify agents in real-time of updates or changes to reduce costly mistakes and errors.

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“��ϳԹ�� has been so much easier for us. With an LMS, you have to create this huge course module that can be really burdensome. ��ϳԹ�� gives me much more freedom. Right now, I can make a Spek in the middle of a meeting…I don’t have to follow the structure and flow of an LMS in that case. Instead, I can do whatever works for our team.”

Kirsten Lennox

Training Manager

��ϳԹ�� Spotlight in Jira notifying users of a high priority bug and all hands are on deck to resolve.

Onboard and ramp new agents 50% faster

With ��ϳԹ��, agents ramp 50% faster with knowledge accessible and reinforced in their day-to-day workflows.

Surface short, multiple-choice assessments in under five minutes without disrupting productivity.
Turn lengthy onboarding modules into quick FAQs and tips that new agents can easily digest as questions resurface.

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“Knowledge Checks add another layer of impact to our onboarding process. With ��ϳԹ��, our reps are already learning while doing. Now we can use these bite-sized assessments to improve retention day-to-day and ensure reps stay on track, rather than waiting to administer a lengthy certification.“

Katy Todd

Operations Manager

Reduce turnover by helping every agent become your best agent

��ϳԹ�� levels the playing field, helping every agent to become your best agent by making it incredibly easy for them to learn and improve in the moment of need. Reinforce best practices, playbooks, and training where customer conversations happen to coach agents when and where they need it.

Embed playbooks in Salesforce Service Cloud, FAQs in Zendesk, processes in Jira, and more.

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“The partnership with ��ϳԹ�� is one of the strongest I’ve been a part of. From implementation to ongoing technical and strategic support, ��ϳԹ�� has delivered a great customer experience.”

Jack Michel

In the ��ϳԹ�� Web App, the Getting started with Zendesk topic shows 7 Speks.

Improve content accuracy with centralized and consolidated knowledge

It becomes impossible to manage information spread across tools and teams. ��ϳԹ�� makes creating, consolidating, and updating knowledge easy so agents always have the most accurate FAQs, policies, and knowledge.

Assign permissions and subject-matter-experts to own and collaborate on content.
Turn lengthy onboarding modules into quick FAQs and tips that new reps can easily digest as questions resurface.

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“��ϳԹ�� has really helped us organize a lot of content that was disparate across the world and across the company. It’s centralized how our team accesses content.”

Sanjay Gidwani

COO

Analyze content engagement and identify gaps

Easily see who is engaging with what content. Gain an understanding of what agents are searching for, what they’re viewing, and quickly gather feedback to improve content.

Support content governance with performance and engagement analytics at the user, team, and content level.
Identify power users, popular content, out-of-date content, and more.

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“Our previous systems didn’t provide data and visibility on the hit rate for information sent to teams. For example, we sent a spotlight internally for a new hardware product. 75% engaged, we could look into the analytics and pinpoint the people who didn’t engage and reach out to them.”

Steven Fazio

Principal Business Operations & Delivery Manager