C5 Alliance Innovate Client Support with Knowledge Base

Friday 31 July 2015

The C5 Alliance Group encourage their clients to utilise their brand new built-in Knowledge Base service.

The Knowledge Base will act as an extension to C5’s Service Desk by allowing individuals to access helpful articles and support at their convenience.

C5 Alliance implemented and populated ZenDesk Knowledge Base technology to provide clients with an innovative self-help platform, which enables them to find solutions without needing to call the Service Desk in the first instance. This functionality responds to the expectations of the modern market, with a study conducted by Coleman Parkes for Amdocs, finding that 91% of survey respondents said they would use an online knowledge base if it were available and tailored to their needs.

Individuals are able to search for generic articles using key words, or by looking for answers to common queries in the Helpful Articles section. As well as being able to view the generic articles, additionally, clients logged into their C5 account will also have access to secure articles for their internal staff, specific to their organisation’s functions and needs. Clients can also use the Help icon, which gives them the option to automatically log a Service Desk ticket if they cannot find answers to their queries or would like to see a specific article added to the Knowledge Base, broadening the dialogue between C5 and their clients.

Rob Leader, Group Managing Director at C5 Alliance Group, said: “We’re really excited to expand on our support options with use of the Knowledge Base, we hope our clients will embrace the feature. The Knowledge Base is a work in progress, so we will be continuing to add new features and develop as it builds momentum. We’re looking forward to getting feedback from our clients, to see how we can continue to innovate our Service Desk.”

C5 Knowledge Base service is now available on desktop, tablet and mobile by following this link: http://support.c5alliance.com