Common Knowledge Base Pitfalls

Insite Managed Solutions

Overcoming Knowledge Management Challenges Knowledge management (KM) should be the hub of an organization. We understand that without an effective knowledge base, employees would struggle to address many complex situations which arise during customer service.

Is Your Knowledge Base Optimized for Mobile?

Mindtouch

Testing, One, Two … The question remains: is your knowledge base optimized for mobile? Some simple web analytics will reveal the percentage of mobile visitors to your knowledge base site. Pick up your phone (chances are, it’s no farther than five feet away ), navigate to your knowledge base site, and start playing around. It shouldn’t take long to get an impression of the mobile experience on your knowledge base.

Linking Self-Service to your Knowledge Base

Insite Managed Solutions

Today, more and more customers expect self service options, and an effective knowledge management system can empower this. If you know you have a consistent knowledge base, perhaps it’s time to take it a step further to enable self-service options.

CXNext Live: Today’s Biggest Knowledge Base Challenges and Opportunities

bold360 Blog

Here it is nearly 2020, and knowledge bases are still a hot topic. In fact, Forbes and CIO Review recently published articles about why knowledge bases (KB) are the next big thing, and how AI can help CIOs make knowledge management (KM) systems more impactful, respectively.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

engagement hub which consolidates omnichannel interactions, knowledge, AI, analytics, and administration into one platform. is based on intelligent understanding of the problems faced by the. go off-script on its own, but analytics will highlight to the business.

Are These 4 Things Missing From Your Knowledge Base CRM Integration?

Mindtouch

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? Search, View, and Navigate Knowledge Base Content Without Leaving the CRM. In a similar vein, agents need the ability to share knowledge directly with the customer with the click of a button. You’d be surprised how many knowledge base CRM integrations miss it.

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How to write a knowledge base article

LiveChat

The main aim of a knowledge base article is to show your customer how something can be done, either on your website or with your product. If you want to create a knowledge base , you need to fill it with articles. Knowledge base article checklist.

How to write a knowledge base article

LiveChat

The main aim of a knowledge base article is to show your customer how something can be done, either on your website or with your product. If you want to create a knowledge base , you need to fill it with articles. Organizing the knowledge base article.

Call Centers: Here Are 10 Knowledge Management Mistakes That You May Be Making

Zingtree

Knowledge management is one of the most important business functions in any industry – for call centers, in particular, having an effective knowledge base isn’t just a nice-to-have, it’s necessary. What do you think about the future of knowledge management?

Newest MindTouch Analytics Provide Better Performance Metrics for Knowledge Management Teams

Mindtouch

Over the last year, enhancements to MindTouch analytics functions emerged as a top request from our customers. Beyond the rich data MindTouch already captures around content value, customers wanted to see the why and how behind the health of their knowledge bases.

How Chat Analytics Differs from Voice Analytics

Customer Service Life

Thanks to advances in artificial intelligence, specifically natural language processing, and machine learning, the tide is beginning to turn as voice and chat analytics platforms are becoming more accessible, affordable, and insightful. Voice Analytics. Chat Analytics.

What is Knowledge Management?

Mindtouch

Knowledge is quickly becoming a company’s most important asset. Beyond supporting internal audiences, such as support agents and new hires, knowledge is often the medium through which companies attract, educate, onboard, support, and keep their customers. What is knowledge management?

Mobile App for eCommerce Store — Even More Customers, Sales, and Profits

CSM Magazine

Support chat, CRM, warehouse software, services for marketing analytics or push-message management. Knowledge BaseIn 2019, it is important for your eCommerce store to have a mobile app for iOS and Android. If you don’t, you’ll lose to your competitors.

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How to Increase Your Customer Base Using Social Media and Blogging

CSM Magazine

By using social networks and blogging, you can increase your customer base and make new business connections. It can also be a source for a loyal customer base. Guest blogging gives you access to another potential customer base. Knowledge Base

Back to Basics: Contact Center Trending Technology 101

Upstream Works

Contextual Data, Integrations & Analytics. based on their past purchases, contract expiration dates, or other available data. Self-service, Knowledge, AI & Bots. Let’s take a look at knowledge portals.

Newest MindTouch Analytics Provide Better Performance Metrics for Knowledge Management Teams

Mindtouch

Over the last year, enhancements to MindTouch analytics functions emerged as a top request from our customers. Beyond the rich data MindTouch already captures around content value, customers wanted to see the why and how behind the health of their knowledge bases.

How 5G Will Impact the Customer Experience

CSM Magazine

To provide a better customer and user experience, companies will be able to gather customer data, research and analytics using 5G technology. Knowledge BaseTo manage both inbound and outbound communication, many businesses large and small utilize an answering service.

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5 Powerful Tools for Social Media Customer Service

CSM Magazine

As a pleasant bonus, this tool allows you to schedule posts, launch an effective marketing campaign, and track its effectiveness through the analytical tool. Knowledge BaseSocial media has become an essential part of our everyday lives.

4 Ways to Deliver Content that Chatbots Love

Mindtouch

Typically, these “good” experiences deliver relevant and timely content, often powered by sound knowledge management strategies. Create content based on user needs. For the answers, dig into search query reporting, top case drivers, and website analytics.

Best Technical Support – Top 3 Qualities of a Great Support Team

CSM Magazine

As a result, you need a team made up of people who have superior analytical skills. The ability they have to share experiences and knowledge with the team is an invaluable quality that will make everything work better. Knowledge Base

Assessing Technical Debt in Knowledge Management

Mindtouch

The knowledge management function within an organization is one place where technical debt likes to quietly accrue. Here’s a look at a few ways organizations can start addressing technical debt in knowledge management. Technical debt in knowledge management.

Why do you still have an FAQ section?

Kayako

FAQs will devalue your knowledge search box. If you’re using your knowledge platform to host your solution-based FAQs (many don’t), then you risk inviting customers to click on topics they didn’t come for, but become curious about when they see it.

How Software Development Improves Enterprise Customer Service

CSM Magazine

n and analytics. and knowledge t? Knowledge BaseIn a world where technological advances are constantly evolving, business l??d?r? have realized that n?w?d??? d??? ?f f they want t? remain ??m??t?t?v? t is necessary to ?d??t t and b? part ?f f this technological w?v?

How text analytics delivers customer experience value

Eptica

Date: Wednesday, August 30, 2017 How text analytics delivers customer experience value. In my previous series of blogs I explained the basic AI terms , including bots and chatbots , and the impact they have on CX, and now I want to turn my attention to text analytics.

Running a Customer Success Team in the Fashion Industry

CSM Magazine

The good news is managers now have automation in the form of CRM, analytics and a host of other tools that help in improving business productivity and consistency. Knowledge Base

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You Bought into Customer Engagement as a Business Strategy. Now What?

Verint

An ideal way to identify these causes is to examine Interaction Analytics data. This can include outtakes from your speech, text and/or social analytics. These delays can be dramatically reduced by investing in a desktop Knowledge Base. If yours is among the growing number of companies that have embraced customer engagement as a business strategy, you may be wondering, “Should we be doing something differently than before?”.

How Technology Can Help You Improve Your Company’s Customer Service

CSM Magazine

Study your analytics. These engines are pretty much advanced filters that provide users with valuable content based on their queries. Knowledge Base

How to Pick the Right Customer Service Training Software

CSM Magazine

Solutions with native integration capabilities allow users to connect a range of services like CRM, HRM, analytics, ecommerce, and communications to name a few. Knowledge Base

5 Common Attribution Problems All Sites Suffer From

CSM Magazine

Natalia Selby is Marketing coordinator at Mediahawk, with over 10 years experience in analytics, content management and eCommerce. Knowledge Base

6 Ways to Help Your Users Help Themselves with Contextual Help

Mindtouch

Use Analytics to Drive Further Interaction. Surfacing content based on usage data can make the experience easier for users as they browse through your help system. Customer Experience Content Strategy Customer Success Documentation Knowledge BaseWading through product documentation can be intimidating and downright boring.

10 Principles of a Successful Customer Strategy

CSM Magazine

The conventional approach to gaining customers, based on picking a segment of purchasers to target and developing products for that segment, is no longer enough. To raise your own customer analytics ability, thoroughly define your market and customers. Knowledge Base

Top 10 Tips for Creating a Successful Customer Survey

CSM Magazine

Although customer analytics and big data are all the trend, you shouldn’t lose sight of the fact customer surveys are a tried and tested method to understand how your business is doing and what your customers want from you. Knowledge Base

7 Best Website Builder Software of 2018

CSM Magazine

Wix is a cloud-based web development platform with millions of users worldwide. Wix has an artificial design intelligence which learns about you and applies this knowledge to create your website how you want it. You do not need to have knowledge with HTML or CSS in editing your website.

How to Get Started with Customer Experience Management

CSM Magazine

The research by Clarabridge shows that customer experience management rests on four pillars of customer feedback, analytics, actions and dynamic measurement of customer satisfaction. Customer Service News Knowledge Base

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Using Social Media for Customer Service

CSM Magazine

In case if you are looking for detailed cases and practice we recommend to you attend, for example, the professional social media marketing course like this one which provides you with knowledge and practical advice on marketing and customer service over social media channel. Knowledge Base

15 Customer Service Skills Agents Need

LiveChat

Additionally, all downtime that happens during slower days should default to preparing additional resources for customers like knowledge base articles and canned responses. Knowledge skills. Customers will always see agents as the go-to source of knowledge on a product.

How to Measure Ticket Deflection with Google Analytics

Mindtouch

Good knowledge management requires good data, including how well (or poorly) content is helping to prevent cases. It also tees things up so you can measure ticket deflection in Google Analytics. With a solution like this in place, you can now measure ticket deflection in Google Analytics. To start, you need to log into Google Analytics. Focus on the flow from the initial ticketing landing page to all of your knowledge base content.

The Financial Imperative of Best in Class Service

CSM Magazine

New technology such as text analytics is also supporting these customer-centric people in their challenge. Knowledge BaseIt’s around twenty years since businesses began to think seriously about customer service as a means of growing competitive advantage.

5 Tips to Help Your Customers Communicate With You Across Time Zones

CSM Magazine

Having knowledge of where your contacts are located is seriously powerful information, but knowing how to use this data is more beneficial. Time-based emails – Organise your emails by sending them at appropriate times to those in different time zones. • Knowledge Base

The Automated Solution Your Customer Service Employees Will Actually Welcome

CSM Magazine

How PMS helps: PMS effortlessly sifts through all that customer experience data and turns it into advanced analytics and reports right down to each individual employee. Knowledge BaseLately it feels like a precarious time to be a customer service employee.