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
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
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.
Cost Benefit Models
Once we work with you to define the right approach to the services based on your requirements, we can then create cost/benefit models based on your available resources and deliver proof of concept results through every step of service so you know what you’re paying for. Knoah Solutions’ wide range of outsourcing services combined with the flexibility of choosing onshore, offshore, nearshore or a combination of locations provides a powerful and flexible value proposition to our clients.
Our right shoring model allows us to customize your solution by offering your customers around the clock support, highly trained staff and multilingual support at lower costs, allowing us to scale our capabilities as your needs change.
Production Deployment Plan
Leading up to the implementation of your program, Knoah will outline all operational areas through a detailed project plan to seamlessly launch your program. We can handle everything in a turnkey approach including all telco and tools infrastructure or integrate with your existing architecture in a seamless manner. We work closely with your functional area staff (training, IT, Operations, etc.) to create the plan and work to minimize the stress and risk of getting the program off the ground.
Operational Ramp & Optimization
Our expertise, professional operations management team, analysts and training coaches discover where operations can be streamlined and improved. We look at everything from staffing, training, knowledge bases, and customer feedback to make recommendations and adjustments to the service delivery process. Our state-of-the-art QA process and coaching methodology ensure that agents are given targeted plans for improvement and are monitored to ensure progress is made. Our solutions are flexible and scalable, so we reduce the time it takes to implement updates and operational changes due to seasonal changes, new product launches or other business needs
Measurement, Reporting & Analysis
Knoah's attention to quality is second to none. The advanced analytics solutions used by our agents through our proprietary software, KnoahsARK 360, allows our team to continuously and consistently monitor and measure the effectiveness of your program. We are able to effectively leverage cutting edge technologies like speech and text analytics along with the latest dynamic reporting interfaces to provide actionable insight into your support processes so they can be improved over time and drive better customer satisfaction and loyalty.
Proactive / Tactical Enhancement
Knoah prides itself on being responsive and adaptive to client-driven business needs while at the same time proactively working with you to evolve more effective processes and systems through internal analysis. It is our strategy to proactively keep an eye on our processes, provide observations, and create new ideas and solutions for further improvement that deliver higher performance. Specifically, we provide enhancements to training materials, add and modify knowledge base content, provide detailed, actionable feedback on dissatisfied customer surveys and adjust queuing and transfer processes to help the customer get to the right agent the first time so their problem gets solved the first time.
Strategic Business Calibration
We believe strongly in building a partnership that maximizes communication. Through weekly, monthly and quarterly business reviews, we are able to sync our program goals to your business and customer needs. Our strategic feedback has helped our clients recognize competitive product deficiencies that have allowed them to improve those products, thus driving future business.
Sharing Best Practices
We track best practices and share results with our partners. We’ve learned a lot about consumer care since we began operating in 2001, and we are glad to share our insights with you. Our clientele is made up of small businesses and large Fortune 500 corporations – and the metrics for success and coaching strategies we discovered working with their consumers can help you respond to the customer demands of your industry.
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
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.
Traditional Engagement Channels
Email: Looking for a cost-effective way to respond to your customer inquiries while still providing fast, high quality answers? Knoah’s email contact solution enhances your customer engagements as a stand-alone form of communication or in conjunction with other contact channels. Email is a great way to cost effectively resolve simple problems that don’t need immediate response. Our onshore and offshore email agents can seamlessly provide support in a variety of languages. We are able to sort, track, reply, report and analyze online customer inquiries, giving you actionable insights into customer service and satisfaction.
Our email offering considers the following functionality:
- Multiligualism – we can offer clients email support using multiple languages from either offshore or onshore locations;
- Cross-channel integration – our email offering can either be used for stand-alone communications, or it can be integrated into a broader plan with other channels;
- Performance management – Knoah’s email offering can be monitored for quality using the KnoahsARK solution. Should issues be identified, the actionable coaching process can be applied;
- Data mining – email volumes can be analyzed to identify specific trends. This is in addition to tracking, sorting, reply and reporting capabilities.
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?
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.
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 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.
Facebook Messenger allows your customers to interact with your brand directly from your Facebook page. It’s convenient and your customers are already using it every day. So, there’s no learning curve.
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 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.
Email is ideal for customer issues that do not require an immediate response. Your customers can send you a message directly from your website or through their device.
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.