Nicereply

SEPTEMBER 13, 2022

The knowledge base has been considered a crucial component of providing self-service for years. And now knowledge bases as we’ve always known them are dead. If you’ve been paying attention, you’ve noticed that in-product support is becoming standard. The traditional knowledge base is fading.

SaaS 52

SaaS Chatbots Scripts Self service 52

TechSee

DECEMBER 3, 2019

Although 91% of companies have invested heavily in contact center knowledge bases, very few are seeing real ROI. Most knowledge bases are hindered by poor usability. They contain thousands of articles and to access the right one, an agent must answer Yes or No to dozens of questions related to product and issue symptoms.

Contact Center 136

Contact Center outsourcing Customer Service call center solutions 136

Nicereply

MARCH 30, 2022

In this article, you will learn how to improve customer service thanks to live chat knowledge base. You need to supplement your live chat channel with a centralized Knowledge base to make knowledge readily available and accessible to your support agents and customers. Boosts Employee productivity.

Customer Service 96

Customer Service Scripts Call Center Customer Support 96

Help Scout

AUGUST 24, 2021

Luckily, there’s a tool that addresses that very issue: knowledge base software. What is knowledge base software? Knowledge base software is a tool that allows you to create, store, organize, manage, and share self-service content with an audience. What are the different types of knowledge base software?

Enterprise 107

Enterprise Customer Support Feedback Engineering 107

Lumoa

APRIL 8, 2024

content Lumoa Product News for March 2024 Hey everyone! New guides in the Knowledge base to level up your Lumoa experience ???? We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users. The post Product News – March 2024 appeared first on Lumoa.

Surveys 83

Surveys Feedback Management Personalization 83

TechSee

FEBRUARY 3, 2020

The pressure is on: many of these seasoned workers built up their experience and skills before the digital age, so unless their knowledge is recorded and preserved, it could be lost forever. Their knowledge is, by definition, unstructured and can be imprecise. Creating a visual tribal knowledge base.

Customer Service 109

Customer Service Contact Center Best practices Average Handle Time 109

TeleDirect

DECEMBER 11, 2022

Having a comprehensive knowledge base is not just for tech companies. Regardless of what industry you’re in, you can improve your customer service and public image by offering your staff and customers a comprehensive knowledge base. If you’re in the dark about using a knowledge base for customer support, read on.

Customer Support 62

Customer Support outsourcing Call Center Contact Center 62

bold360 Blog

APRIL 1, 2020

Centralize and Scale Your Knowledge Base. Most organizations have vast amounts of intangible knowledge assets, such as answers to frequently asked questions, product and customer information, and much more. Customers and employees want to easily access this knowledge, especially in a crisis.

Call Center 95

Call Center Management Self service Abandon rate 95

ShepHyken

MAY 27, 2022

She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience. Talk of productivity, and we all have got something to share. Even on days that we are not working, we have this subtle question running in our minds- Was I productive today? Benefits .

Customer Support 315

Customer Support Employee engagement Call Center Scripts 315

Lumoa

FEBRUARY 6, 2024

Lumoa Product News for January 2024 Hey everyone! New guides in the Knowledge base to level up your Lumoa experience We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users. The post Product News – January 2024 appeared first on Lumoa.

Feedback 83

Feedback 83

Knowmax

OCTOBER 28, 2020

Knowledge base tips & best practices: hacks to enhance productivity.

Best practices 52

Best practices 52

ViiBE Blog

MAY 31, 2021

So how does a company preserve its employee knowledge in the long term? One solution is creating a corporate knowledge base. Knowledge bases can be used to help customers self-service information or for employees to access information. How do you structure a knowledge base?

Self service 52

Self service CRM Customer Experience Management 52

ProProfs Blog

SEPTEMBER 18, 2017

The Solution – A Centralized Knowledge Base. This is where a knowledge base can help. Implementing a centralized knowledge base, and ensuring that it is available across all your customer service channels , is one of the best ways to avoid situations like. Improved Productivity.

Customer Support 148

Customer Support Self service Morale Banking 148

Talkdesk

MARCH 10, 2020

Whether it’s a finicky software product or a purchase from a company with a complicated return policy, most consumers have turned to a company’s knowledge base in an attempt to get their questions answered faster. What are the key characteristics of an AI-powered knowledge base?

Self service 65

Self service Enterprise Feedback Analytics 65

Comm100

NOVEMBER 5, 2020

For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. An internal knowledge base is where customer support agents (and the entire staff) can access information about your company’s processes, products, and more. Gather your content.

Metrics 52

Metrics Customer Service Scripts Surveys 52

GetFeedback

AUGUST 24, 2018

According to Forrester Research , 91% of customers surveyed would use a knowledge base if it were customized to their needs. But in order to achieve that goal, you need to create a customer-centric knowledge base so that the customers can find the answers they need. 8 Tips on Knowledge Base Creation.

Customer centricity 68

Customer centricity voip Self service Surveys 68

Guru

MARCH 25, 2021

“I know they do stuff, I’m just not exactly sure what that stuff is.”. How many times have you heard (or let’s be honest, said ) those words from one of your colleagues in reference to another team or department?

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Unymira

FEBRUARY 16, 2021

Implementing a knowledge base in your organization can bring far-reaching benefits for employee productivity and customer service KPIs. But any project can be time-consuming and complicated.

Best practices 52

Best practices Customer Service Management 52

Lumoa

APRIL 14, 2023

Lumoa Product News for March 2023 ???? Read more about creating a survey , and then enabling a popup campaign , in our knowledge base. New guides in the Knowledge base to level up your Lumoa experience ???? The post Product News – March 2023 appeared first on Lumoa. Hey everyone! Let’s get started!

Surveys 83

Surveys Feedback 83

Nicereply

FEBRUARY 9, 2021

This is where your Knowledge Base comes in. Your Knowledge Base: An Underused Wealth of Knowledge. Chances are your business already has a treasure trove of answers to common questions housed in a Knowledge Base. Or it could be that your Knowledge Base needs reorganizing.

Customer Support 52

Customer Support Customer centricity Engineering Personalization 52

Mindtouch

MARCH 5, 2018

A good knowledge base CRM integration should empower agents to do their jobs more efficiently. The question, however, remains: Is your knowledge base CRM integration all it can be? Still, here are four innovative features that can improve agent productivity and supercharge your self-service experience.

CRM 78

CRM Self service Analytics Management 78

pindrop

OCTOBER 12, 2021

By the time you finally get your password reset, you have lost an hour of your productive day. At the core of this experience is the process of identification which in turn is based on the very foundational element of Knowledge-Based Authentication questions or KBAs. appeared first on Pindrop.

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

Lumoa

JULY 17, 2022

Lumoa Product News for July 2022 We now offer feedback translation to German! The post Product News – July 2022 appeared first on Lumoa. By default, when a feedback gets summited to Lumoa, we translate it into English, then look at it’s sentiment, etc. This is really beneficial for German focused customers! Thanks for reading!

Feedback 83

Feedback Surveys Customer Experience Management 83

Unymira

SEPTEMBER 13, 2018

A professional Knowledge Base is usually an investment into a new software product that aims to improve processes for a certain department. This article will outline a possible impact that a professional knowledge base can make in a contact center environment.

Contact Center 53

Contact Center Management 53

Unymira

AUGUST 7, 2018

It is the sum of everything that the business has been able to accomplish over its existence, as well as the collection of less important information that relates to the specific functionalities of products/services or general business operations.

Management 79

Management 79

Lumoa

NOVEMBER 3, 2022

Lumoa Product News for November 2022 Conversational Analytics now ignores “junk” Did you know you can put entire conversations into Lumoa, such as those that happen in support emails, chat threads, or phone calls? The post Product News – November 2022 appeared first on Lumoa. That’s all folks! Thanks for reading!

Analytics 83

Analytics Feedback Accountability Marketing 83

Lumoa

SEPTEMBER 2, 2022

New knowledge base articles. We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users: Survey Demos – Examples of the kinds of Surveys that Lumoa offers. The post Product News – August 2022 appeared first on Lumoa.

Feedback 83

Feedback Surveys Accountability Personalization 83

Lumoa

OCTOBER 5, 2022

New knowledge base articles. We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users: How to Share Cards and Dashboards – Used in conjunction with our features at the top of this message, to spread the data to those who need it.

CRM 83

CRM Feedback Surveys 83

Fonolo

AUGUST 12, 2021

High call center agent productivity is every call center manager’s dream. So many factors damper agent productivity, like high call volumes and staff turnover, both of which are only too common in the call center industry. And, agent performance is linked to agent productivity. Here are a few: Call abandonment rate.

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

Amity

SEPTEMBER 18, 2017

A knowledge base has the power to greatly improve your user experience. To make an effective, smart, and easy-to-use knowledge base, it's important to take several steps. To make an effective, smart, and easy-to-use knowledge base, it's important to take several steps. Simple Design is the Key.

Customer Support 59

Customer Support Customer Experience Management 59

Amity

SEPTEMBER 18, 2017

A knowledge base has the power to greatly improve your user experience. To make an effective, smart, and easy-to-use knowledge base, it's important to take several steps. To make an effective, smart, and easy-to-use knowledge base, it's important to take several steps. Simple Design is the Key.

Customer Support 52

Customer Support Customer Experience Management 52

AWS Machine Learning

FEBRUARY 8, 2024

You can now use Agents for Amazon Bedrock and Knowledge Bases for Amazon Bedrock to configure specialized agents that seamlessly run actions based on natural language input and your organization’s data. Knowledge Bases for Amazon Bedrock provides fully managed RAG to supply the agent with access to your data.

APIs 118

APIs Scripts Enterprise Management 118

Guru

FEBRUARY 4, 2020

There was some ambiguity about a complex product feature update and you needed to review the breakdown. When’s the last time you’ve had a one-off question at work? Maybe you were looking for a specific slide to include in your pitch deck.

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ShepHyken

MARCH 10, 2023

Finally, you’ll likely need software for building an internal knowledge base for remote agents to turn to when they need answers or directions. Empower customer service agents with knowledge Empowering agents with the right information is key to helping them resolve customer inquiries at the first point of contact.

Customer Service 295

Customer Service Employee engagement Customer Support Management 295

bold360 Blog

NOVEMBER 25, 2019

Customers expect agents to have all the answers even as technology, products, solutions, and engagement channels get more complex. The biggest pain point is a gap in knowledge. Often agents have difficulties accessing information, and they lack a knowledge base to leverage for quick answers.

First call resolution 40

First call resolution Morale Call Center Customer retention 40

CCNG

FEBRUARY 21, 2024

The results have shown boosted employee productivity, enhanced accuracy, and improved self-service containment rate. AI Boosts Employee Productivity: The key innovation for AI Customer Support has been the proliferation of large language models (LLMs). The journey for your AI strategy could begin with your knowledge base.

Technology 195

Technology Customer Service Virtual Agent Self service 195

Comm100

FEBRUARY 5, 2018

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a large part in helping organizations to meet this need. Knowledge bases offer information that might otherwise only be available through a human.

Complaint resolution 41

Complaint resolution Benchmark Self service Contact Center 41