AI-driven knowledge base
Centralises essential company and support information in an easily accessible format for agents and customers.
Reduces resolution times and improves consistency across all customer interactions.
Knowledge management: The right answers, when and where they’re needed
Presenting real-time information to enable efficiencies and first contact resolution. Delivered through Zendesk.
Customer service is only as strong as the knowledge
behind it
Ventrica’s knowledge management solution, powered by Zendesk, ensures that both agents and customers have instant access to accurate, real-time information – reducing resolution times, improving service quality, and enhancing customer satisfaction.
By centralising knowledge, automating responses, and integrating AI-powered search, we empower support teams to deliver faster, more informed interactions while enabling self-service options for customers. This results in a more efficient operation, lower support costs, and a seamless customer journey.
Features and benefits
Automated knowledge suggestions
Uses AI-powered search and predictive recommendations to present the most relevant articles and FAQs in real time.
Minimises repetitive queries, increases first-contact resolution, and improves customer experience.
Self-service customer portals
Provides customers with intuitive, searchable knowledge bases to find answers without agent assistance.
Deflects unnecessary support tickets, reducing agent workload and operational costs.
Real-time updates & content management
Ensures knowledge articles are continuously updated with the latest policies, processes, and troubleshooting steps.
Keeps agents and customers informed with the most up-to-date information..
Multi-channel knowledge integration
Delivers knowledge resources across chatbots, live chat, email, social media, and help centres.
Creates a seamless omnichannel experience, ensuring information is available whenever and wherever customers need it.
Omnichannel integration strategy
We connect every customer touchpoint, ensuring a seamless, unified experience across voice, digital, and social.
Strengthens brand engagement and enhances satisfaction across all channels.
Performance analytics & insights
Tracks knowledge base usage, article effectiveness, and customer engagement trends.
Identifies gaps in content, ensuring continuous optimisation for better CX and agent support
Scalable & customisable knowledge management
Adapts to your business needs with custom workflows, industry-specific content, and scalable configurations
Future-proofs knowledge management strategies, supporting business growth and evolving customer expectations.
Start a conversation with the CX specialists
With Ventrica’s AI-powered knowledge management, you can reduce resolution times, improve self-service adoption, and create seamless, informed customer interactions.
Related case studies
Written by Siobhain Goodall
Clarks
Ventrica helped Clarks modernise global CX, cut costs by 50%, and transform service delivery through intelligent automation, multilingual support, and strategic innovation.
Written by Siobhain Goodall
Houseful
For Houseful (Zoopla), Ventrica transformed CX operations – boosting efficiency, reducing costs by 30% and enhancing engagement through innovation and people-first design.
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Related resources and insights
Insights, blogs & articles
Integrating Zendesk into your customer service strategy
Integrating Zendesk streamlines communication, enhances CX, improves ticket management, saves costs and boosts customer satisfaction across channels.
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