NorthShore.ai is a modern content management system for scaling Customer Experience teams. We work across Zendesk and other collaboration tools to bring together your organization’s collective knowledge, verify its accuracy, and empowered agents to answer customer questions with confidence and speed. Our browser and Slack/MS Teams integrations bring knowledge to the Zendesk Suite and internal chat channels. We reduce handling time, accelerate first call resolution rates, and, increase customer satisfaction through the focus on content.

Our publishing workflows facilitate the draft/review process of new Guide Articles, Macros, and internal knowledge. It also handles the flow of questions and answers in a scaled team. In addition to search, your agents have the ability to personalize knowledge consumption through subscriptions to individuals, teams, or topics that matter to them. Finally, create role-specific onboarding boards utilizing the already unified knowledge in our system to reduce ramp time.

• Designate owners to key information and build habits to keep it up-to-date
• Create Guide Articles and Macros from chat app messages or pre-built templates
• Workflows and analytics that celebrate and encourage agent contribution and impact to company knowledge
• A recommendation engine that suggests the most impactful content to be created, modified, and archived
• Lighting fast, always updated, role-specific onboarding. A place to visit and learn on day one and refresh after the training wheels have come off