KNOWLEDGE BASE SOFTWARE
90% of consumers expect
immediate answers. Can
The crucial first step: helping customers help themselves. Sprinklr’s unified Knowledge Base software helps enterprises deliver a superior self-help experience across the digital channels that consumers prefer – reducing agent contact volume and empowering customer service teams to leverage proven, consistent information to drive faster resolutions.
of customers try to resolve issues themselves before contacting a live representative.
Harvard Business Review
Sprinklr is trusted by the world's biggest brands
Reduce contact volume by up to 60%.
Sprinklr’s SEO-optimised Knowledge Base software helps customers find relevant answers via web search, presenting helpful articles and step-by-step troubleshooting guides.
Maximise agent productivity – and cut response times.
Knowledge Base suggests AI-recommended articles based on the context of customer conversations – including relevant excerpts that your agents can simply copy and paste as answers.
Increase customer satisfaction with first contact resolution.
Sprinklr Service lets agents interact with multiple systems from a single Agent Console, leveraging integrated, step-by-step troubleshooting guidance to solve issues on first contact.
How can unified knowledge base software increase customer satisfaction – and agent productivity?
When customers need help, they want the right answers fast. Brands know that self-service is critical, but the challenge lies in finding an easy way to collect, organise and share all of the information that customers and service agents need to solve issues quickly – on all channels.
With the only unified customer experience management (Unified-CXM) platform, Sprinklr Knowledge Base delivers on an enterprise scale – giving consumers easy access to how-to guides, best practices and FAQs on your website, app or community experience. At the same time, it helps agents reduce handle time by using AI to reveal the most relevant knowledge articles directly within an integrated, omni-channel Agent Console.
Turn a better self-service strategy into better customer experiences with Knowledge Base.
Connect with our experts to discuss your team’s specific goals and use cases, and explore how Sprinklr Service can help you:
Increase call deflection – and drive higher support efficiency.
Enhance customer experiences with shorter response times and greater response accuracy.
Standardise responses and ensure brand compliance with a unified approach to customer care.
Reveal knowledge base content seamlessly across different channels and languages.
Sprinklr helps you integrate your conversational bot into the Knowledge Base – where it can access and learn from your content to address standard customer queries (and unclog your agent queue).
Maximise agent productivity with an internal knowledge base.
Continually improve your knowledge base with actionable insights.
Sprinklr’s Unified-CXM platform makes consolidated reporting across different channels easy – so you can analyse performance and identify opportunities for improvement.
How a unified contact centre solution helped AkzoNobel UK reduce response times by 80%.
Offering proactive support with a streamlined care centre.
AkzoNobel UK now provides social customer care for 6 different brands and 19 different accounts across 6 social channels – all from a single contact centre solution.
Increasing engagement by 172%.
By supporting customers along every step of their journey, AkzoNobel UK has seen a steep increase in interactions, positive sentiment and even earned reach.
Decreasing average response times by 80%.
Sprinklr cut their average response time from 5 hours and 42 minutes to 70 minutes – all in a single year, leading to improved sentiment and happier customers.
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Discover how AI-powered listening on the digital channels that your customers prefer can help you get a head start on customer care.
Find out how to power IVR deflection via AI-powered chatbots, reducing your call volume and live agent costs.
Identify ways to accelerate agent response time by detecting customer intent via AI – and use those insights to generate helpful data and winning responses.
FAQs – Knowledge base software
Knowledge base software is a digital repository enabling structured storage, management, and retrieval of informational content and organizational expertise. It supports user self-service, reduces support workload, and improves resolution times by providing accessible, categorized, and searchable articles, FAQs, and documentation — often integrated with AI and analytics.
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Manage customer service across more than 30 digital and voice channels from one unified platform
Scale your capabilities while reducing costs with Conversational AI and self-service solutions
Reduce overall handle times and boost agent productivity using AI-driven insights and assistance
Optimise your operations with automated speech and text analytics
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