How We Engage With Your Customers

As an extension of your brand, Knoah provides flexible, innovative and creative solutions to meet your needs and your customers’ expectations.

Whether it’s through voice, chat, email or social media, our RightENGAGE Customer Engagement Solutions allow you to tailor the right blend of channels with the right people, right processes, right technology and right delivery locations to engage with your customers at a price point that fits your KPI goals and budgetary requirements.

How We Engage With You
Right People
Right Technology
We invest in our own technology innovations, third party tools and security certifications to deliver on and enhance your customers’ experience
Right Processes
Right Channels
Right Locations

We’re not just a vendor for outsourcing services – we’re a committed partner. We believe the best way to make our clients happy is to tailor our services around their unique business and needs, and provide them with the solutions that quickly deliver exceptional results. While many BPO providers say “no way” to flexible, dynamic partnerships, we contrast that with the “Knoah way”. We make it a point to be easy to do business with not just at the beginning of the relationship but years down the road.

Our Partnership Engagement Model
Consultative Review

Business Process Expertise / Discovery

We will constantly try to exceed your expectations, but we can’t do that without your goals and objectives on how you believe your care center should operate. Our partnership starts with an open exchange at all levels: Hiring, Training, Scheduling, Technology, Reporting and Floor Operations. At this meeting, your team states what they want and need from our team. Knoah takes the opportunity to get an in-depth understanding of your culture, vision, objectives and requirements, and build a detailed initial plan around them.

Solution Aligned to VOC & VOB

We will not only align a solution to meet the needs of your customers, we will also design a strategy to meet the needs of your business over the longer term. Our initial consultation meetings lead to software, outsourcing and training solutions designed specifically for your program. We help you to define, map and analyze your organization’s existing business processes, allowing us to identify areas of need and improvement. We then outline a plan that takes into consideration the right processes and the right blend of channels to enhance your customers’ experience. Many of our engagements start with pilots that help us jointly develop a concrete approach to a new channel or delivery model with low risk before proving out ROI and moving to a larger production model.

How We Engage With Your Customers

Understanding how your customers want to communicate with you and catering to those needs is more critical today than ever in this highly competitive, global business environment.

We call our customer engagement solution RightENGAGE because we use the communication tools and strategies right for your customers in the way they want to communicate with you. By providing that flexibility, we build a strong relationship with your customers in ways that make them want to come back for service, rather than dread it. Because we offer the full spectrum of customer-facing services in multiple languages, you can choose the right channel or blend of channels to engage with your customers.

  • Traditional Engagement Channels

  • Digital Engagement Channels

Voice Support
Traditional Engagement Channels

Voice: Your customers need an option to hear a friendly, knowledgeable voice. Knoah personalizes your customers’ experiences by giving them the ability to talk to an agent that is highly skilled at listening to their needs, determining the right solution and communicating that solution to the customer at the right level of detail to match their abilities. Knoah’s voice solution combines our strong operational foundation and our award-winning, quality processes to give your customer that personal touch they’re looking for while providing them with best possible resolution to their issue the first time they call. Our VOIP infrastructure and our innovative, cloud-based workforce optimization technology, KnoahsARK, ensures agents are always at their best, thus ensuring long term partnership success.

Our voice interactions are evaluated by dedicated Quality Analysts that are highly calibrated and knowledgeable on the programs they support. Agents receive individual coaching,

and we track those metrics to demonstrate improvement over time. Since we believe in the transparency of our operations, you can always login from our online portal to listen to call recordings, view analytic reports and observe agents in real-time.

Key characteristics of our voice offering include:

  • Solutions – we use voice associates to provide customer care, revenue generation, consumer retention and paid technical support;
  • Multifaceted functionality – our voice offering can support multiple touch points, including call queuing, 800 services, IVR, call recording, reporting and post-call surveys;
  • Modernity – our voice infrastructure is based on VOIP infrastructure, which is scalable and redundant, and;
  • KnoahsARK compatible – Knoah’s voice offering is fully integrated within the KnoahsARK platform, providing clients with access to its workforce optimization capabilities.
Traditional Engagement Channels

Chat: Knoah is a chat pioneer. We were one of the first companies offering chat solutions within the contact center industry, since 2002. We have helped develop many of the current best practices in the industry, and launched the chat operations of several Fortune 500 organizations.

Our live chat solutions give your customers the ability to receive the immediate help they need online, alleviating them from frustration and abandoning your website to pick up the phone or send an email.

Proactive chat allows our agents to provide assistance when the system notices a customer is having trouble.

Our co-browsing and remote access options even allow our agents to guide your customers by adding cutting-edge browser sharing functionality to the live chat experience.

Knoah offers its clients a chat solution which is based on three distinct, yet complimentary areas of knowledge. These include:

  • Deployment expertise – the point at which new clients meet with our chat experts, who help collaboratively draw out a roadmap for designing and implementing a robust platform strategy that responds to the needs of each consumer using this channel.
  • Operational expertise – this involves delivering regular front-line service to the client’s chat program at the highest possible standard.
  • Analytics / reporting expertise – we go the extra mile for our clients that use our chat services by applying our analytics capabilities to these programs. We actively scan through millions of chat sessions to flesh out trends / patterns related to products, policies, keywords or any other data points that can provide greater insight for our clients. Additionally, our chat quality monitoring is second to none, using KnoahsArk as a means of identifying areas of concern at the earliest stages.
Digital Engagement

In today’s fast-paced world, customers want quick answers to their questions and their problems solved. They are more engaged than ever before and they challenge the way we communicate with them. Moreover, the methods in which they communicate change frequently. So how do you keep up with this demand?

Digital Engagement Hub

The digital age has changed the way we communicate. Let’s face it, people prefer to use non-voice methods of communication today. The virtual world is no longer just one-way communication. Companies have to be ready to respond.

Never Miss A Beat

Knoah’s digital engagement hub allows you to customize how your customers engage with you by blending multiple digital channels including Automated Self-Service, Chat, Social Media, Facebook Messenger, SMS, and In-App Messaging with traditional channels such as Voice and Email.

Automated Self-Service

Reduce support volumes and lower costs by helping your customers find answers to simple questions through an Automated Self-Service virtual agent. Your customers are able to interact using natural language with a virtual agent which pulls data from your knowledge base. The virtual agent is always available even when your live agents aren’t. And they’re even able to predict what they may need.

Let Your Customers Choose

If your customers cannot find what they are looking for, they are able to bypass the virtual agent and seamlessly initiate a conversation through their preferred channel when they need advanced help. Their virtual conversation is then passed to the live agent.

  • Live Chat

    Live Chat gives your customer the immediate engagement they are looking for. Using this method allows your customers to have real-time conversations with a live agent when they need it.

  • SMS Texting

    SMS Texting provides your customers with a way to contact you whenever and wherever they are. After all, texting is the preferred method of communication among most people today. Your text-enabled phone number gives them the flexibility to send you a text directly from their mobile phone.

  • In-App Messaging

    In-App Messaging routes your customers’ messages directly to an agent from your own app. There’s no need for your customers to leave the app to find the answers they’re looking for.

  • Voice

    Voice support gives your customers and agents the ability to transfer their digital interaction to a phone call when needed. The receiving phone agent will have access to view the entire digital conversation, alleviating the need for the customer to start over.

How We Engage With Our People

Our people are passionate about what they do and it shows through the way they interact with your customers and each other.

Knoah encourages our people to reach their highest potential by providing them with relevant training, challenging them to excel beyond what they think they can achieve, and recognizing and rewarding them for job well done. We take pride in the fact they consider Knoah as part of their family.

Engage With People

Knoah’s engagement solutions let you be great at what you do.