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. Actually, we are not. With comprehensive actionable content and inner links that lead to additional relevant posts, a [ … ].

Customer Service 118

Customer Service 118

Nicereply

SEPTEMBER 13, 2022

The knowledge base has been considered a crucial component of providing self-service for years. It’s often touted as indispensable for helping customers and upskilling support agents. And now knowledge bases as we’ve always known them are dead. The traditional knowledge base is fading.

SaaS 52

SaaS Chatbots Scripts Self service 52

CCNG

FEBRUARY 21, 2024

Your customers already want AI Customer Service. Artificial intelligence (AI) and Generative AI (GenAI) have created a new era of automating the most vital aspects of customer service. The leaders of this space have already explored how AI can improve your organization’s customer service (or support center).

Technology 195

Technology Customer Service Virtual Agent Self service 195

ShepHyken

MARCH 10, 2023

She writes about how companies can adopt a remote workforce and enhance customer service delivery. There’s no doubt that there are challenges to providing remote customer services, but with careful planning, they’re easy to overcome.

Customer Service 293

Customer Service Employee engagement Customer Support Management 293

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. What Is a Knowledge Base? More Efficient Employees.

Customer Support 62

Customer Support outsourcing Call Center Contact Center 62

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. 10 Ways Knowledge Base Can Improve Customer Experience by Sony T. Follow on Twitter: @Hyken.

Customer Service 380

Customer Service Customer Support Surveys Self service 380

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. What is Automated Customer Service? .

Customer Service 391

Customer Service Chatbots Interactive Voice Response Customer Support 391

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.

Enterprise 106

Enterprise Customer Support Feedback Engineering 106

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

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Customer Service 151

Customer Service Chatbots Self service Customer Care 151

bold360 Blog

APRIL 1, 2020

When knowledge is stuck in silos, available for the few and shared by the few, your company has a continuity problem. COVID-19 has caused massive disruption in the customer service and contact center space, on both the supply side and the demand side. Centralize and Scale Your Knowledge Base.

Call Center 95

Call Center Management Self service Abandon rate 95

ProProfs Blog

SEPTEMBER 18, 2017

Your customers are the most important people for your business , and they need to be provided with the best possible customer service when they need it. Good customer support is the key to have your customers coming back for more and improving your overall business. Good customer support is not an option anymore.

Customer Support 148

Customer Support Self service Morale Banking 148

ViiBE Blog

MAY 31, 2021

In customer-facing positions, high turnover can exacerbate this problem and negatively affect customer service. In technical roles, knowledge gaps can emerge when knowledgeable employees with decades of experience decide to retire. So how does a company preserve its employee knowledge in the long term?

Self service 52

Self service CRM Customer Experience Management 52

Knowmax

DECEMBER 18, 2020

SEO knowledge base: Create Google optimized customer service content.

Customer Service 52

Customer Service 52

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

Access to information is key to the success of any customer service team, whatever channel you use. For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. Choose your knowledge base type. Gather your content.

Metrics 52

Metrics Customer Service Scripts Surveys 52

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. They demand highly convenient and fast service. The key to reaching this powerful demographic is by understanding that technology is central to their being.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

Knowmax

JANUARY 26, 2021

How to organize customer service content using knowledge base?

Customer Service 52

Customer Service Customer Experience 52

Vistio

DECEMBER 10, 2021

In the contact center world, we’re all very familiar with the CX version of a printed road atlas: the knowledge base. It is a standard practice to give our agents on the floor this in-depth resource that is meant to contain instructions to guide agents through how to correctly handle every customer interaction they might encounter.

Construction 52

Construction Contact Center Consulting Consulting 52

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. by Tracey Ruff.

Customer Service 311

Customer Service B2B Journey mapping Chatbots 311

Knowmax

JUNE 19, 2020

Knowledge base: How to create one for customer service?

Customer Service 52

Customer Service Self service 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

Unymira

APRIL 15, 2020

A knowledge base article is like an apple. A fresh, crisp apple makes a wonderful snack, bakes a delicious pie, and brightens a green salad. But a mushy, flavorless apple makes a dreadful snack, bakes a tasteless pie, and ruins a green salad. To improve the dish it’s added to, the apple must be delicious itself.

Customer Service 78

Customer Service Management 78

HelpCrunch

NOVEMBER 29, 2019

Knowledge base is the new customer support favorite. Believe it or not, customers love it when they can serve themselves. The post Knowledge base Definition and Benefits: What is it all about? Given a choice between a complex rigmarole of “for technical issues, press one, for financial [ … ].

Customer Support 87

Customer Support Customer Service 87

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

Myra Golden Media

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. Support can also come in the form of a practical knowledge base.

Customer Service 317

Customer Service Morale Contact Center Call Center 317

Nicereply

FEBRUARY 9, 2021

One excellent way to enhance your customer support experience is to add practical reinforcement to every customer support ticket. This is where your Knowledge Base comes in. Your Knowledge Base: An Underused Wealth of Knowledge. Or it could be that your Knowledge Base needs reorganizing.

Customer Support 52

Customer Support Customer centricity Engineering Personalization 52

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

ShepHyken

FEBRUARY 4, 2022

This week we feature an article by Sowmya Juttukonda, content developer & digital media strategist at Knowmax , a knowledge management system to enhance customer service. She shares the advantages of a single source of truth for customer service. Importance of a single source of truth in customer service.

Customer Service 173

Customer Service Government Marketing Enterprise 173

Knowmax

JANUARY 20, 2022

The post 4 Simple steps to curate your live chat knowledge base appeared first on Knowmax.

Scripts 59

Scripts Customer Service 59

pindrop

OCTOBER 12, 2021

After several minutes of a frustrating online experience, you call the customer service number but find out that there is no option to reset the password in the automated menu. 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

Mindtouch

MARCH 5, 2018

A good knowledge base CRM integration should empower agents to do their jobs more efficiently. It should also enable customer self-service and, by doing so, positively impact customer service KPIs like ticket deflection , mean time to resolution, and customer satisfaction (CSAT). Case Linking.

CRM 78

CRM Self service Analytics Management 78

ShepHyken

APRIL 28, 2023

She shares why customer standards matter and how your organization can meet them. Raise your customer service standards. Bell In this article, we’ll discuss the customer service standards customers value the most and how to meet them. Here’s what we’ll cover: What are customer service standards?

Customer Service 161

Customer Service Accountability Self service Customer Support 161

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. This is usually presented in the form of “our system is down” or “you need to come into one of our physical locations,” which is not the most ideal customer service experience.

Personalization 56

Personalization Customer Experience Customer Service Engineering 56

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Customer Service 73

Customer Service Interactive Voice Response Multi-channel support Multichannel 73

Knowmax

JULY 20, 2021

Knowledge base for customer support – How to create & manage effectively.

Customer Support 52

Customer Support Management Customer Service 52

Insite Managed Solutions

AUGUST 31, 2018

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.

Analytics 40

Analytics Contact Center Metrics Management 40