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Knowledge and archive.

Generate, organize, store, and search data in work orders – standalone or integrated into your IT ecosystem.

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All operational data centralized in one place.

Keep traceability of your data.

Generate data during calls or unilateral reports and store them in problem-specific tickets.

Gather data from multiple calls or reports in the same work order to facilitate problem management and escalations.

Tag Knowledge in real-time.

ViiBE offers users the ability to tag documents or knowledge during the real-time ViiBE call.

This way, experts and field workers can, later on, better find the resources they need to solve issues on their own.

Track quantitative data​.

Leave feedback on the quality of the call and interaction, name the call, and add tags according to what transpired.

Archive calls, improving access to best practices and knowledge management.

Strong knowledge base helps:

Improve your product

Share insights with your R&D departments for continuous improvement of your product based on the reoccurring issues.

Deep-search for high-level oversigh

Sort and search through tickets by call center, expertise, user, or call tags to gain high-level oversight into teams.

Find recurring issues, worksite trends, and key challenges that teams are facing.

Boost employee autonomy

Create a smarter workforce that makes quicker, more informed decisions.

Build a bridge between concrete operational experiences and learning departments. Digitize operating procedures to help avoid the loss of knowledge.

Understand your customers

The archive of the video recordings and shared media is a gold mine of data that helps to understand customer pain points, expectations of level of service, and trends.

Frequently asked questions.

Knowledge management is the systematic process of capturing, organizing, storing, and sharing information within an organization to enhance efficiency, innovation, and decision-making.

The main objectives of knowledge management are to facilitate easy access to relevant information, encourage collaboration among employees or stakeholders, prevent the loss of valuable knowledge, and promote learning and continuous improvement.

With a strong knowledge management system companies:

  1.  avoid data silos
  2. streamline operational processes
  3. increase productivity and efficiency
  4. foster a culture of collaboration and knowledge-sharing
  5. boost employees’ skills

Video recordings of your experts’ interaction with customers and shared files are a gold mine of valuable insights regarding customer satisfaction.

Thanks to it, your company can:

  1. identify the pain points and room for improvement
  2. pinpoint best practices and ensure that all teams use them proactively
  3. forecast trends to be ahead of your competitors
  4. train your employees more efficiently and improve your onboarding
  5. iterate on the roadmap in accordance with customer feedback

A work order in Field Service Management (FSM) is a document or digital record that outlines the details and instructions for a specific task or job to be performed by field service workers. It serves as a directive or request initiated by either a customer, an internal department, or a manager assigning work to the field service team.

Field service management solutions help companies to dispatch field workers and experts, process customer tickets, provide knowledge management organization, and more. There are many field service management software options available, but they vary widely in terms of the functionalities they provide.

It’s important to find FSM software that helps you optimize your response times, connect field service agents with the right experts or customers, and improve customer satisfaction rates. ViiBE’s field service platform provides a set of advances collaboration and AR tools that allow experts and customer service agents to provide remote assistance and guidance to resolve problems without needing to travel on-site.

Ready to implement remote visual support?

Our team is ready to provide you with a full demo of our solution.

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