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

ShepHyken

APRIL 15, 2022

This week, we feature an article by Manpreet Chawla, senior digital marketing specialist at Knowmax , a knowledge base management solution for enterprises looking to provide exceptional customer experience to their customers via enhanced agent satisfaction. Automate customer service.

Customer Experience 173

Customer Experience Customer Support Enterprise Scripts 173

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

ProProfs Blog

SEPTEMBER 18, 2017

This can lead to a lot of confusion overall, and not to mention, damage the customer relationship and increase costs. The Solution – A Centralized Knowledge Base. This is where a knowledge base can help. Let’s take a closer look at why it is important for the customer service that you offer.

Customer Support 148

Customer Support Self service Morale Banking 148

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 161

Customer Experience Scripts Self service outsourcing 161

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.

Metrics 52

Metrics Customer Service Scripts Surveys 52

Nicereply

FEBRUARY 9, 2021

The key to earning brand loyalty is to deliver the best possible customer experience. Your customer support team shouldn’t spend excessive time on each ticket since they’ll never work through the queue making other customers wait days—or maybe even weeks. This is where your Knowledge Base comes in.

Customer Support 52

Customer Support Customer centricity Engineering Personalization 52

GetFeedback

AUGUST 24, 2018

Most customers would rather solve problems themselves than go through the hassle of contacting customer service. According to Forrester Research , 91% of customers surveyed would use a knowledge base if it were customized to their needs. 8 Tips on Knowledge Base Creation.

Customer centricity 68

Customer centricity voip Self service Surveys 68

Talkdesk

MARCH 24, 2020

In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base. Now, we’re going to dive into the different stakeholders within and outside of the contact center who will benefit from this evolution of the traditional knowledge base, and how you can use it to transform your customer experience. .

Average Handle Time 57

Average Handle Time Self service First call resolution Virtual Agent 57

ShepHyken

SEPTEMBER 13, 2019

This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. . There’s nothing worse than a half-baked reply.

Customer Experience 271

Customer Experience Technical Support Self service Best practices 271

LiveVox

MARCH 2, 2022

Knowledge bases and knowledge management systems are self-service options that are a must for businesses to implement now that we’ve all grown accustomed to any and all information at our fingertips. In fact, most younger customers say they prefer to use a self-service knowledge base instead of talking to someone on the phone.

Self service 52

Self service Management Customer Experience 52

Nicereply

FEBRUARY 29, 2024

A good customer experience builds customer loyalty and brand value, helping you reach a wider audience through word-of-mouth marketing and other marketing strategies. When creating a friction-free customer experience across all touchpoints, you first put customers in the center.

Customer Experience 59

Customer Experience Journey mapping Analytics Feedback 59

pindrop

OCTOBER 12, 2021

These experiences range in their level of frustration but are very common. 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. Enhance Customer Experience. in 2012 to 6.1%

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

pindrop

MAY 13, 2019

To be fair, there was a point in time where knowledge based authentication questions (KBAs) were an effective form of identification. Tune into our on-demand webinar to find out more about balancing authentication and customer experience here. But that time is gone.

Personalization 56

Personalization Customer Experience Customer Service Engineering 56

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Unymira

OCTOBER 6, 2020

Writing a great knowledge base article is a lot of work. I’m not going to lie. Your writing must be precise, concise, and easy-to-read. You must know your topic really well, and then you must try to un-know it, so you can think like your reader—who wouldn’t be reading your KB article if they knew as much about the topic as you do.

Customer Experience 52

Customer Experience Management 52

GetFeedback

MAY 7, 2019

There is no denying the fact that we live in an era of instant gratification. The immediate response that we.

Customer Experience 78

Customer Experience 78

TRUSTID

APRIL 27, 2018

For several years contact center and security analysts have warned about the dangers of relying on knowledge-based authentication (KBA) to identify callers over the phone. Participants also considered authentication a somewhat or very important part of their customer experience.

Telecommunications 52

Telecommunications Contact Center Call Center Banking 52

Knowmax

JULY 2, 2021

7 Advantages Of Having An Omnichannel Ready Knowledge Base.

Customer Experience 52

Customer Experience 52

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. Time to start planning for your 2019 customer experience initiatives. Would you consider that a great customer experience?

Customer Experience 232

Customer Experience Airlines Average Handle Time Contact Center 232

TRUSTID

APRIL 27, 2018

For several years contact center and security analysts have warned about the dangers of relying on knowledge-based authentication (KBA) to identify callers over the phone. Participants also considered authentication a somewhat or very important part of their customer experience.

Telecommunications 48

Telecommunications Contact Center Call Center Banking 48

Amity

SEPTEMBER 18, 2017

A knowledge base has the power to greatly improve your user experience. It's practically the best solution for customer support, employee collaboration, and coordination with other business processes. To make an effective, smart, and easy-to-use knowledge base, it's important to take several steps.

Customer Support 59

Customer Support Customer Experience Management 59

Knowmax

JUNE 24, 2021

Ways to increase customer loyalty using knowledge base software.

Customer Experience 52

Customer Experience 52

Knowmax

JULY 15, 2021

Knowledge base for support agents: Helps you increase CSAT by 60%.

Call Center 52

Call Center Customer Service Customer Experience Management 52

Knowmax

MAY 18, 2020

Benefits Of Having An Internal Knowledge Base At Enterprises.

Enterprise 59

Enterprise Customer Experience 59

Calltools

SEPTEMBER 6, 2023

According to Cisco, implementing AI chat resources has improved the customer experience for 53% of call centers. 5 Types of Self-Service Options Self-service options allow customers to find answers to their questions or concerns without having to speak with a live agent. Self-service portals are now an expectation.

Self service 52

Self service Interactive Voice Response Customer Experience Chatbots 52

Amity

SEPTEMBER 18, 2017

A knowledge base has the power to greatly improve your user experience. It's practically the best solution for customer support, employee collaboration, and coordination with other business processes. To make an effective, smart, and easy-to-use knowledge base, it's important to take several steps.

Customer Support 52

Customer Support Customer Experience Management 52

Knowmax

JANUARY 26, 2021

How to organize customer service content using knowledge base?

Customer Service 52

Customer Service Customer Experience 52

GetFeedback

MAY 7, 2019

There is no denying the fact that we live in an era of instant gratification. The immediate response that we.

Customer Experience 60

Customer Experience 60

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 293

Customer Service Employee engagement Customer Support Management 293

Zappix

MARCH 27, 2024

The implications of these statistics are clear: companies must prioritize implementing robust self-service solutions to meet their customers’ evolving needs and expectations. By doing so, organizations can enhance the customer experience and drive significant cost savings across their operations.

Self service 52

Self service Customer Experience Education Feedback 52

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Why Empathy is Core to Closing the Customer Experience Gap by Mark Zablan.

Customer Service 380

Customer Service Customer Support Surveys Self service 380

TeamSupport

APRIL 24, 2023

As a customer support professional, you understand that customer experience is one of the key components to a successful business. Because of this, you’re continuing to navigate through the ever changing landscape of customer service by implementing solutions that enhance the customer experience.

Customer Experience 98

Customer Experience Chatbots B2B Customer centricity 98

ShepHyken

MARCH 6, 2023

Anytime you digitize an experience or introduce new technology, ensure you have the basic tools your customers need to easily find what they need, like a good knowledge base on your website, FAQs, or video tutorials. Plus, Michelle weighs in on ChatGPT and how it will impact customer experience.

Feedback 313

Feedback Customer centricity Contact Center Surveys 313

Knowmax

DECEMBER 1, 2020

Reduce response time with Google-like semantic search in knowledge base.

Self service 52

Self service Customer Experience 52

SharpenCX

JANUARY 27, 2021

So, to help your agents deliver on customer expectations, surface the resources they need to handle live chat interactions with ease. Keep them in your internal knowledge base, so when agents feel stuck, they have a reference point to get back on track. Welcome back [customer’s name]! Transferring a customer.

Scripts 67

Scripts Coaching Surveys Accountability 67

bold360 Blog

NOVEMBER 25, 2019

That’s why new global research from Ovum is creating buzz by uncovering what these employees are faced with and how to leverage artificial intelligence (AI) to deliver a better customer experience. Frontline agents know that first-call resolution is key to customer satisfaction, but only 35% of them achieve this.

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First call resolution Morale Call Center Customer retention 40