HelpCrunch

DECEMBER 9, 2020

The post 12 Inspirational Knowledge Base Examples Worth Following appeared first on HelpCrunch blog. Gone are the times when we were sitting in the libraries flicking through tons of books in search of information. Thank God, the world is spinning round and technology is making progress continually. Today, the [ … ].

Technology 118

Technology 118

HelpCrunch

JULY 8, 2022

The post What’s the Difference between FAQs vs. Knowledge Base? Everything You Need to Know appeared first on HelpCrunch blog. Some links are bringing you to regular commercial pages where, to be honest, nothing is clear. Brands [ … ].

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118

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. All the time can be highly challenging.

Customer Service 96

Customer Service Scripts Call Center Customer Support 96

HelpCrunch

NOVEMBER 12, 2020

The post 7 Compelling Benefits Of A Knowledge Base to Consider appeared first on HelpCrunch blog. These numbers speak for themselves: 77% of customers say they have used a self-service portal at least [ … ].

Self service 118

Self service 118

HelpCrunch

DECEMBER 5, 2019

Quality help center starts with the best knowledge base software. Check these 9 knowledge base tools to choose the best one in 2020. The post 9 Best Knowledge Base Software in 2020 appeared first on HelpCrunch blog.

Customer Service 99

Customer Service 99

HelpCrunch

OCTOBER 13, 2021

The post How to Write Knowledge Base Articles That Answer Every Customer Service Question [With Examples] appeared first on HelpCrunch blog. With comprehensive actionable content and inner links that lead to additional relevant posts, a [ … ].

Customer Service 118

Customer Service 118

HelpCrunch

NOVEMBER 9, 2020

The post What is a Knowledge Base and Why do You Need It? appeared first on HelpCrunch blog. On the one hand, there are no know-it-all clients who land on a website and understand every bit of information. Something still needs to be conveyed in pieces. On the other hand, the vast majority [ … ].

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117

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

Nicereply

JULY 4, 2022

Offering self-service options are great, but how can you actually know if your customer service knowledge base is successful? As less-complex tickets are eliminated by customers using your knowledge base , agents become more focused on difficult technical problems. How do you know if your knowledge base is working?

Customer Service 52

Customer Service Self service Metrics Surveys 52

GetFeedback

MAY 7, 2019

Deploying an effective online knowledge base is one way to ensure that your customers are delighted every single time when they approach your customer support. This cloud-based knowledge repository is an online library that contains all the information on various aspects of an organization from its policies to its products.

Customer Experience 100

Customer Experience Chatbots Self service Customer Support 100

ShepHyken

SEPTEMBER 13, 2019

So be sure to reference your knowledge base or engage an expert at your organization. If you need more time, let them know you’ll be getting back to them and be sure to gather as much information as possible so you and your team have everything needed to provide a knowledgeable response that answers the customer’s question.

Customer Experience 271

Customer Experience Technical Support Self service Best practices 271

HelpCrunch

NOVEMBER 29, 2019

Knowledge base is the new customer support favorite. The post Knowledge base Definition and Benefits: What is it all about? appeared first on HelpCrunch blog. Believe it or not, customers love it when they can serve themselves.

Customer Support 87

Customer Support Customer Service 87

Babelforce

OCTOBER 21, 2021

In this this post: What is a knowledge base? What features does knowledge base software have? What are the benefits of a knowledge base? Creating a knowledge base: 6 Best practices. One of the most user-friendly ways to provide online self-service support is to create a knowledge base.

Self service 52

Self service Best practices Interactive Voice Response Analytics 52

ShepHyken

JULY 5, 2019

With self-service tools, like a knowledge base software , you can communicate answers to questions in a fast and more efficient manner – no human intervention required. In fact, a knowledge base can also have major SEO benefits. In fact, a knowledge base can also have major SEO benefits.

Feedback 300

Feedback Self service Best practices Scripts 300

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

kommunicate

MARCH 30, 2020

We will be using Google Dialogflow’s Knowledge Connectors. The post How to Create FAQ Bot Using Dialogflow Knowledge Base Connector appeared first on Kommunicate Blog. These are nothing but a set of documents that feed questions [.].

Self service 81

Self service Customer Support Marketing 81

HelpCrunch

DECEMBER 23, 2019

One of the greatest things about a good knowledge base is that it places you in a very proactive position.You do not wait for the customer to call you, write an email or raise a [ … ]. The post How to Build a Helpful Knowledge Base appeared first on HelpCrunch blog.

Customer Service 61

Customer Service 61

Talkdesk

MARCH 24, 2020

In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base. A true AI-powered knowledge base benefits: Customers. A true AI-powered knowledge base benefits: Customers. Knowledge Base Administrators.

Average Handle Time 57

Average Handle Time Self service First call resolution Virtual Agent 57

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

ShepHyken

SEPTEMBER 1, 2017

Don’t be fooled by the promise of traditional self-service solutions like knowledge bases and static FAQs. If you look closely at your knowledge base traffic, don’t be surprised to find out that fewer than 1% of your customers ever reach your knowledge base, let alone find content it in.

Self service 209

Self service B2B SaaS Enterprise 209

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

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

ShepHyken

JANUARY 18, 2019

You also find that a large percentage of interactions deal with simple copy and pastes from your knowledge base. The post Guest Blog: Are You Setting the Right Customer Experience Goals? The frustration of the delay outweighs the benefit of the human touch in this instance. appeared first on Shep Hyken.

Customer Experience 232

Customer Experience Airlines Average Handle Time Contact Center 232

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

ShepHyken

MARCH 9, 2018

Next, a company should offer a knowledge base or access to frequently asked questions. There will also be cases where chatbots and automated knowledge bases will not have the relevant answer and someone will need to step in to further the inquiry. Sources: [link].

Customer Service 189

Customer Service Chatbots Advertising Technology 189

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? Search, View, and Navigate Knowledge Base Content Without Leaving the CRM. appeared first on MindTouch Blog.

CRM 78

CRM Self service Analytics Management 78

Mindtouch

JUNE 20, 2018

Boy howdy, do we love a good knowledge base. Given our enthusiasm for spot-on help sites, it should come as little surprise that we poke around the interwebs from time to time, looking for stellar knowledge base examples. Here’s what the Avalara Help Center looks like: Why we like the Avalara knowledge base.

Self service 59

Self service SaaS Contact Center Management 59

NobelBiz

FEBRUARY 1, 2022

So how can your contact center create a unique knowledge base in 2022? The post How To Create An Exceptional Knowledge Base For Contact Centers in 2022? appeared first on NobelBiz®.

Contact Center 52

Contact Center contact center solutions Contact center software Telecommunications 52

pindrop

OCTOBER 12, 2021

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. Pindrop research shows that up to 30% of customers struggle with KBA based identity questions, while more than half of criminals pass them.

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

Nicereply

SEPTEMBER 6, 2022

That’s why we’ve rounded up this handy list, so you have all top customer support blogs published (so far) in 2022 in one accessible place. Most of these blogs allow you to subscribe to their newsletters and publish new content regularly. 2022’s top customer service blogs. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

ShepHyken

AUGUST 17, 2018

Pro tip 1: Get your team involved in a knowledge base project or set up micro-learning. Pro tip 2: Make a note of commonly raised issues and create a strong knowledge base which can be shared with the customer and improve FCR. You may not have an optimized knowledge base set up. My Ritz-Carlton Experience.

Benchmark 189

Benchmark Metrics Customer Support First call resolution 189

Mindtouch

MARCH 20, 2018

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. It shouldn’t take long to get an impression of the mobile experience on your knowledge base. Want an eye opener?

Self service 48

Self service Analytics Management Customer Experience 48

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. A typical example would be to use that extracted insight to interface with an associated knowledge base and then recommend a process, script, or document to help deal with the situation or need at hand. It’s doable.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. Blog #2 of 3: Self-Service puts the Customer Experience in their Hands. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

ShepHyken

AUGUST 31, 2018

The most obvious way to provide proactive support is to help people searching for an answer in a knowledge base or not completing the order quickly – they’ll likely receive an email or a chat message to help them complete the purchase, using similar methods that have worked for customers in the past. Proactive support.

Self service 184

Self service Chatbots Personalization Interactive Voice Response 184

ShepHyken

NOVEMBER 30, 2018

By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers. This knowledge will, in turn, allow you to optimize backend tools and technologies. It Had Better Be!

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236