Swarmica

Have you ever had a challenge with knowledgebase content maintenance? Is it one hundred percent up-to-date? Or maybe there are just a few “killer” articles written by dedicated techs in addition to the general FAQ and that’s it? But a huge portion of customers do not use it and keep creating the support volume? Well-known situation? Then Swarmica is the product designed for you!

It engages every agent to contribute to the collective knowledge of your team with elements of gamification providing a Performance Appraisal tool to evaluate and award their participation. Driving the article creation based on real tickets you’ll capture exactly the knowledge which is demanded by your customers in real-time.

A rich and up-to-date knowledgebase significantly decreases the response and handle time of your team as well as giving a self-service instrument for customers. Quicker responses, less time required to handle tickets, customers who resolve the cases using self-service will drive down headcount demand and save the costs!

The collective knowledge also decreases the entrance criteria for new hires making them more proficient in a shorter time. It helps to overcome the attrition issues which are quite common for the Support industry, and diversify efforts normally spent on hiring and training

Yet concerned about the complexity of implementation and uncertainty of how to use the tool even it’s in place? Swarmica gives you an easy-to-use onboarding wizard and development tree guiding you through each of the next steps and explaining what to do to get the desired result

It’s like a strategic game that brings an element of fun into your work and helps to grow your team efficiency up to an amazing level!