
Knowledge Management for Customer Service
Learn what separates modern knowledge management from legacy systems, why it is considered must-have contact center infrastructure and how it can reduce operating costs while improving KPIs.

Accelerating Better Customer Service
The transition from printed materials and multiple systems to a single source of truth for customer service has been a game changer for the E-470 Public Highway Authority. Learn how they improved customer service, employee training and onboarding.

Special Report on Knowledge Management
CCW's 2020 Special Report on Knowledge Management analyzes ineffective KM practices, how to boost ROI with better customer data aggregation and why a knowledge base is must-have infrastructure today.

Next Generation Chatbots
Where is chatbot technology heading and how will overcome the shortcomings of first gen? See the major structural and conceptual changes already underway and how they fit into your overall service strategy.

Case Study - Biomedical Manufacturer
This global biomedical manufacturer replaced Salesforce Knowledge. They saw a 3x increase in editorial output, shorter content lifecycles and higher agent buy-in. Read more about the benefits of a customer service focused knowledge base.

Best Practices for Writing Knowledge Base Articles
E-WRITE's Leslie O'Flahavan explains, the monetary and efficiency costs of bad knowledge base articles, common mistakes to avoid and how to write clear, effective articles. Includes a bonus section on writing for your chatbot.

Deploying Voice Assistants in Customer Service
Learn how one insurance company is using Alexa to provide customer service and policy information. Will other companies soon follow suit with digital assistants in customer service?

Using Decision Trees in Customer Service
Learn how decision trees create consistency and transparency in your customer service processes, speed up onboarding and increase CSAT.

Four Chatbot Project Roles
Ensure a successful chatbot project by defining these four key roles from development to deployment and maintenance.

Survey Says: Chatbots are a Hit at the Telekom
The largest telecom in Germany got chatbots right. Learn how they created a bot with its own unique personality to conduct automated customer satisfaction surveys across all channels.

Checklist: Creating a Chatbot for Customer Service
Use our getting started checklist to help launch your chatbot faster.

Customer Experience Trends Study
Learn how COVID19 impacted customer service, changed consumer behavior and the best ways to continue winning new customers in CCW's August 2020 market study.

Knowledge Center API Documentation
Download the official documentation for Knowledge Center's published API.

Study - Customer Service during the Corona Crisis
An in-depth look at remote work during the COVID-19 pandemic in customer service including lessons learned, how to succesfully adapt and what the new normal means for contact centers.

Salesforce Integration for Knowledge Center
Seamlessly benefit from the best CRM and knowledge base for customer service. Learn more about our certified Salesforce integration and what it can do for your support.

Convince your Manager Kit
Already convinced you need KM? Get the numbers, arguments and ROI calculations to build an internal business case for knowledge management in our comprehensive kit.

Product Information - Top Knowledge Base for Customer Service
Unymira Knowledge Center is the leading knowledge base for customer service departments. Download this document and see some of the ways that Knowledge Center can benefit your customer service team.

Chatbots - ready for the future
Where do bots stand in 2020? How does the excitement translate into actual projects and deployments? See the results in our latest study.

Product Information - Knowledge Base for IT Departments
Unymira Knowledge Center is the top knowledge base for IT departments. This document goes over some of the ways that Knowledge Center can help with managing your IT department.

Study - Digital Strategy for Customer Service
The study examines the development, implementation and challenges of a digital customer service strategy. We surveyed over 130 business leaders and experts on their organization’s goals, experiences and current situation. Learn more in the full PDF.

Product Information - Chatbot
Find out how our Chatbot Knowledge Bot can support your Customer Service.

Research - Using Chatbots in Customer Service
Chatbots provide a new channel where customers can engage with companies. This is the Unymira Chatbot study, we asked over 150 contact center manager how they use Chatbots for customer service as well as how they plan to use Chatbots to provide better CX in the future. Here are the results.

Key Features Knowledge First
Unymira Knowledge First is an intelligent web self-service tool. This document gives a detailed list of all of the features of Knowledge First.

Knowledge Center vs. Mindtouch
Which tool better suits your requirements and use-cases? Find out in this 1 page side-by-side comparison.

Colony Brands Levels Up Its Customer Service
This mail order and ecommerce company reduced support documents by 59%, streamlined its workflows and took customer service to the next level.

Product information - Features of Smart Alert
Unymira Smart Alert is the pro-active messaging and alarm system for IT notification. In this document we go over some of the ways in which Smart Alert can reduce the cost of IT disruptions.

Solutions Spotlight
Unymira's Chris Rall discussed knowledge management and what makes unymira unique in the industry.

Product Information - Features of Smart Link
Unymira Smart Link is a smart tool for IT self-service. We combine all of your self-service offerings in one interface. This document goes over the top features of Unymira Smart Link.

Product Information - Features of Knowledge First
Unymira Knowledge First is an intelligent web self-service portal that provides your customers step-by-step support on your website and delivers the right information for all their questions. This document discusses some of the amazing features of Knowledge First.

Knowledge Base Comparison
Choosing the right Knowledge Base is important. This document assists the vendor selection for Knowledge Management and compares leading Knowledge Base Providers in the United States. Here we compare Unymira Knowledge Center, eGain, Upland and MindTouch.

Key Features Knowledge Center
Unymira Knowledge Center is the leading knowledge base on the market. This document gives a detailed list of all of the features of Knowledge Center.

Knowledge Management Solutions Compared
Wiki, CMS, SharePoint or Knowledge base? Get immediate insight into which meets your customer service needs with our feature overview.

Knowledge-Driven Service Automation
Our professional Knowledge Base Knowledge Center is awared by CIO Review in 2018. Read more.

When to Choose Knowledge Center or Salesforce Knowledge
How can you succeed without the proper knowledge base software? Understanding your own requirements and their implications in daily work can be a challenge.

Knowledge Center vs. Salesforce Knowledge
While Salesforce is the leading CRM today, it's not designed to be a knowledge base. This two-page overview compares Knowledge Center to Salesforce's simple add-on. Learn why to choose best tool for each job and link them with our integration instead of compromise.

5 Reasons to Switch from Salesforce Knowledge
Salesforce Knowledge is good enough for basic knowledge mangement but may be handicapping your growth. Does it meet your current and future requirements or was it just easier to stick with the same vendor? See 5 reasons you may need to switch.

Power Multiple Channels with Decision Trees
With a knowledge base, you can create a single decision tree and use it to power multiple support channels. Save time and create consistent processes throughout your department.

Industry Use Cases for Decision Trees
See how your industry can use decision trees to create standardized and consistent service processes in all your customer support channels.

The Knowledge Machine
This is the special edition of The CIO Review Magazine. In this feature, entitled “The Knowledge Machine” there is an in-depth interview with Sven Kolb, the Managing Director of Unymira and an analysis of the benefits that knowledge management can bring to an organization.

A Knowledge Base vs. SharePoint
SharePoint is a popular for document management and collaboration but not meant to be used as a knowledge base. See how it compares side-by-side to Knowledge Center.

Knowledge Center vs. eGain
Choose the right knowledge management vendor with an easy comparison of key features. See our one-page overview of Knowledge Center vs. eGain.

Unymira awarded by CIO Review
Unymira Knowledge Center was recognized by the CIO Review Magazine as one of the 20 most promising knowledge management providers in 2016.

Infographic - 5 Reasons Knowledge Base can fail
To be successful it helps to understand what can go wrong. In this document we talk about the top 5 reasons that your knowledge base may not succeed.

Knowledge Center vs. Confluence
Wiki, CMS, SharePoint or Knowledge base? Get immediate insight into which meets your customer service needs with our feature overview.

7 Reasons Why Sharepoint is Not a Knowledge Base
SharePoint is popular for collaboration and document storage but not designed to be a knowledge base. Is it time for you to switch? See 7 reasons why SharePoint isn't a knowledge base.

Infographic - KCS Methodology Checklist
The KCS Methodology Checklist provides a list of all of the things that you need in order to adhere to the KCS methodology.

Infographic - Your Road to Success with KCS
KCS is designed to help you achieve greater value within your CX organization. This document lays out the KCS process on how to be successful when implementing KCS into your organization.

Knowledge Center vs. Zendesk Knowledge
Can you succeed with a basic knowledge base tool or do you need more? Learn how Knowledge Center compares to Zendesk Guide in 2 minutes.

5 Steps to Voice Service as a Customer Support Channel
Customer service via voice assistants like Alexa is exciting and new. Learn step-by-step how your company can roll it out as a new channel.

4 Advantages of Voice Assistants in Customer Service
Do you know the advantages voice assistants like Alexa offer for customer service? See the top 4 advantages for your company and customers.

Chatbot Solutions Compared
Chatbots are a big power-up for customer service. Compare the leading frameworks and solutions to find what's best for your company and most suited to customer service.