Knova provides a robust knowledge management solution specifically tailored for large-scale customer service and support operations. It is built on a design philosophy that prioritizes streamlining the help desk agent's job, which in turn leads to higher productivity, increased customer satisfaction, and improved staff morale. The platform empowers users to resolve issues independently through powerful self-service capabilities, proactively delivering relevant information about known issues to targeted customers. Knova extends its reach through the Knova Mobile eXperience (KMX) app, enabling access to all features from any location. Beyond traditional support, Knova facilitates the creation of rich, user-driven knowledge communities by incorporating forums where customers, often the best product experts, can share insights. The system enhances issue resolution through intelligent search functionalities that allow both internal employees and external customers to find precise information quickly. This intelligent search mechanism goes beyond basic enterprise search, FAQs, and traditional content management solutions by learning and improving with every use, leveraging star ratings and feedback on article quality to ensure users receive the most accurate advice. Furthermore, Knova provides actionable data on knowledge trends, allowing organizations to understand search patterns, view resolution outcomes, and log success rates without requiring advanced programmers or linguists. By delivering quick and accurate resolutions, Knova ultimately increases customer satisfaction and loyalty while simultaneously decreasing operational costs, guiding users towards self-help and freeing up IT support teams to focus on more complex challenges.

Features & Benefits

• Easy Knowledge Management
  • Streamlines the help desk agent’s job, leading to higher productivity, happier customers, and more satisfied staff.
• Powerful Self-Service
  • Enables users to resolve issues independently on-demand and proactively delivers information about known issues to targeted customers.
• Mobile Experience (KMX)
  • Provides access to all Knova features from anywhere via the Knova Mobile eXperience app.
• Rich Community Creation
  • Incorporates forums to build user-driven knowledge communities, leveraging customers as product experts.
• Intelligent Search
  • Allows users to find exactly what they're looking for through smart search that speeds issue resolution for both internal employees and external customers, surpassing basic enterprise search and traditional content management.
• Smarter Search
  • Improves with every use, utilizing star ratings and feedback on article quality to ensure users receive the best advice.
• Actionable Data
  • Enables acting on knowledge trends by providing insights into who is searching for articles, viewing outcomes, and logging success rates, without requiring advanced technical skills.