Empower students and free support staff
to focus on unique issues

Talisma® CRM Knowledgebase for higher education enables students and other constituents to find answers to their specific questions 24x7 via the Web, which frees staff to resolve more complex questions as they arise. The application offers an intuitive user interface that supports individual problem solving approaches proven to improve first-time resolution rates.

Reduce routine constituent service inquiries
By directing service-oriented phone calls to the Web where constituents can help themselves, staff can concentrate more on helping students with unique issues or questions. Knowledgebase can contain a wide range of structured knowledge articles and unstructured information, such as HTML, Adobe® PDF, Microsoft® Word and Excel, text files, images, and Web links.

Key features:

• • Content creation tools
  • Configurable workflow engine for article authoring
  • Powerful WYSIWYG HTML editor
  • Ability to add attachments to articles
  • Instant publishing capabilities and import flexibility
  • Future availability and expiration features

      Key benefits:

• • Handle larger inquiry volumes with the same level of staffing and better manage spikes in demand

  • Reduce hold times, increase first-time resolution rates, resolve issues faster, deliver precise answers, and offer self-service  for long-term constituent loyalty

  • Direct the easiest, most frequent questions to Web self-service

  • Experience an immediate return on investment by directing expensive phone calls to the  Web, while maintaining current staffing levels

Empower students with self-service portals
Route inquiries away from support staff to the Web.

Conduct lead generation programs
Place, track, and report on advertisements and promotions.

Save time
Talisma Knowledgebase accepts most file formats and documents, so format conversion is no longer required.
 

      Find information easily

• • Search by keyword, attribute, language
  • Supports remote searches 
  • Intuitive category searches 
  • Synopsis provides access to most relevant articles 
  •  Solution Finder guides customers through questions
  • Over 100 languages can be recognized by the search engine when scanning articles

     Complete portal framework

• • Registration portal to track access
  • Secure portal for controlled permission access
  • Personalized portal displays topical articles and alerts upon login
  • Offline portal to support remote or disconnected users
  • Article subscription system

     Powerful reporting

• • Constituent inquiry submission
  • Search results reporting
  • Dynamic ROI results
  • Article usage tracking

Develop content easily and efficiently
With Talisma CRM Knowledgebase, support staff can continually capture, create, and refine knowledge solutions as part of their daily workflow. As solutions are approved and published to the knowledgebase, they become immediately available for shared use across functional areas and multiple channels, including phone, email, chat, and the Web. Users can easily tailor content delivery to different audiences using content rules and branded knowledge-article templates.

© Talisma Corporation Pvt. Ltd. , a fully-owned subsidiary of Campus Management Corp