Monday, February 13, 2012
NowSayWhat is an online knowledge management system which allows you to know what
to say when you need to say it!
There are a wide range of applications for NowSayWhat:
- Customer services representatives can use NowSayWhat as a product or service knowledge base so when customers call in and ask a question they can reply with the information they need.
- Telemarketers can use NowSayWhat as a script manager so they can quickly respond to objections raised by the people they call.
- NowSayWhat is also ideal for support technicians who can use it like online help desk software listing faq's.
Using NowSayWhat as your online knowledge management system will make managing responses to common questions more productive and efficient.
Users can add Script Groups and associate Topics to them. Each Topic can be thought of as a knowledge item or objection and includes a summary description of the item and then the suggested response the user should give.
Although NowSayWhat is prefect for those working by themselves it can also be used for a group of staff that need to share the same knowledge management system. Once your NowSayWhat account is created then you can add other users to the account and set what level of access them are permitted.
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The NowSayWhat Console is your dashboard where you can see the scripts, topics, responses and linked topics. It is the main screen you use to access your knowledge base.
Along the top of the Console are the Script Groups displayed as menu links. Each Script Group is a collection of scripts and topics on a common theme.
When used as an online helpdesk you could have a different Script Group for each product. Or for telemarketing you could use a different Script Group for each campaign. The Script Groups are like having different draws in a filing cabinet. |
In addition to Topics, each Script Group can also have a main Group Script which is displayed on the bottom left side of the Console. An example of how the Group Script could be used would be with telemarketing where you have a set script for a campaign.
Once you have selected the Script Group then the Topics assigned to that Script
Group will be displayed in the Topics panel on the right side. When you are speaking
with someone and they have a question or raise an objection you simply click on
the relevant topic and then on the left side in the Topic Information the full description
and response script will be displayed. The description will allow you to confirm
it's the correct Topic that relates to the current question and then the response
script tells you what to say.
Each Topic can also be linked to other Topics that might also be useful on the subject.
The Linked Topics are displayed in the panel on the bottom right of the NowSayWhat
Console under the Topics panel.
To learn more about NowSayWhat why don't you sign up here for a free trial
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