KnowledgeBase Solutions Inc., a provider of hosted and onsite knowledge management solutions for customer support and self-service, announced that Affinity Inc. has successfully implemented KnowledgeBase.net's award-wining technology offering customers immediate answers to product and service related questions 24/7 via an online knowledge base. With this deployment, Affinity, a top web hosting services provider for small and medium size businesses (SMB), has lowered inbound customer support calls and given customers an important new option for commonly asked questions. This has increased its support staff efficiency across all brands.
Affinity's KnowledgeBase.net-powered system incorporates a wide range of account, billing, technical, product and service information from all of the company's unique hosting brands including ValueWeb, HostSave, WinSave and Bigstep onto one central platform. The online knowledge base helps customers address their own questions by providing answers in an easy-to-use self-service environment. Since KnowledgeBase.net's deployment, there has been a 20% reduction of calls to Affinity's customer service center.
"One of Affinity's primary objectives is to provide customers with easy to access information that increases their use and return from their web-based solutions. KnowledgeBase.net enables our customers direct access to information and allows our customer service representatives to access information that can address customers inquires," said Peter Chambers, CEO of Affinity Internet.
In addition to providing customer self-service via on online knowledge base, KnowledgeBase.net is leveraged internally by customer and technical support representatives who access the system to provide accurate information while assisting customers on calls. By using a central platform for all product and service information, Affinity's customer service representatives can provide accurate and uniform information at all times. Training time for customer service representatives has improved and, since KnowledgeBase.net's deployment, Affinity has seen a decreased time-to-resolution per customer call across all brands.
Affinity selected KnowledgeBase.net for its unique combination of document and knowledge management features blended with powerful search and web portal technologies. Its robust and highly customizable feature set and easy-to-use interface enables Affinity to enjoy a world-class system for a fraction of the cost of traditional software applications.
Affinity joins a growing number of web hosting and telecommunication companies embracing KnowledgeBase.net as a strategic platform for improving the quality of customer support and the efficiency of its support organization. Those companies include AT&T Wireless, Comcast, Interland Inc., Efficient Networks among others.
"As a result of acquisition strategies and the complex product offerings frequent in the web hosting industry, companies such as Affinity can improve customer support effectiveness by providing an online repository of information where both customers and support agents can quickly and easily find answers to questions from mundane billing issues to complex technical matters," said Alex Kazerani, CEO of KnowledgeBase Solutions. "KnowledgeBase.net offers a comprehensive solution which is fast becoming the top choice in self-service applications."
