The Tribal Knowledge Base – Sharing the Wisdom in Customer Service

TechSee

This results not only in high costs for recruiting and training new agents – $7,500 per employee – but also the loss of knowledge when experienced staff leave. This gap in experience and knowledge is exacerbated by rapidly rising levels of issue complexity in the Smart Home era.

Why Your Contact Center Knowledge Base Needs to be Visual

TechSee

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. Proactive knowledge suggestions. Creating a visual contact center knowledge base.

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Knowledge Base Security

Unymira

Knowledge Base Contact Center SecurityIn the past few years the need for data security has continued to grow in importance. There are now too many to count stories of data breaches that have ended up costing companies millions, even billions in revenue and lost reputation.

What is a Knowledge Base?

Unymira

Knowledge is the lifeblood of a business. Knowledge Base Knowledge Management

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. based on incomplete information or ambiguous circumstances, and.

9 Best Knowledge Base Software in 2020

HelpCrunch

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.

How to Build a Helpful Knowledge Base

HelpCrunch

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

6 Ways Your Knowledge Base Can Improve Customer Experience

GetFeedback

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. These FAQs can be generated with the help of knowledge base customer service software.

Knowledge base Definition and Benefits: What is it all about?

HelpCrunch

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

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.

4 Challenges of Implementing a Knowledge Base

Unymira

Implementing a knowledge base can bring substantial long-term improvements. Knowledge Base Knowledge ManagementBut introducing new software requires careful planning in advance. Here are four common pitfalls companies fall into and how to avoid them.

4 Must Have Features in your CRM Knowledge Base Integration

Unymira

Your CRM and knowledge base are the two main sources of information for customers. Knowledge Base Knowledge Management Salesforce

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Building a Customer-Centric Knowledge Base

GetFeedback

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.

Assess the Health of your Company’s Internal Knowledge Base

Guru

We’re here to help you understand and assess your current knowledge setup 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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Building a Customer-Centric Knowledge Base

GetFeedback

Learn how to optimize your knowledge base for your customers' needs. Arming your customers with self-service content saves everyone time and energy. Articles

Guest Blog: Why Knowledge Base Integration with Live Chat Is Important for Better Customer Support

ShepHyken

You can effectively accomplish that by integrating your knowledge base with live chat software. Therefore, you should really use live chat to its full potential and integrate it with your knowledge base as soon as possible.

Manage Information Overload Successfully with a Knowledge Base

Unymira

Knowledge Base Customer ServiceYou’re a customer service agent and it’s 8:00 am in the morning.

3 reasons to use a Knowledge Base with Salesforce Lightning

Unymira

Salesforce is the top CRM system today but in order to best serve your customer across all channels, your company’s internal knowledge has to be accurate, up-to-date and easy to find. Ensure all three with a knowledge base. Knowledge Base Knowledge Management

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Authentication Myths | Knowledge Based Authentication Works

pindrop

To be fair, there was a point in time where knowledge based authentication questions (KBAs) were an effective form of identification. The post Authentication Myths | Knowledge Based Authentication Works appeared first on Pindrop.

Boosting Case Deflection with Knowledge Base Surveys

GetFeedback

Maintaining a knowledge base gets exponentially more complicated as a business grows. That's where knowledge base surveys can help. Articles

Is a Professional Knowledge Base Worth the Investment?

Unymira

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.

7 Step Checklist for Choosing a Knowledge Base

Unymira

You’ve determined a new knowledge base is necessary for your organization. Knowledge Base Knowledge ManagementSo naturally, you want to start the vetting process and go about selecting some potential vendors.

Professional Knowledge Base Versus SharePoint

Unymira

Knowledge is an essential part of every organization. As an organization grows knowledge that is essential to the functioning of the organization is acquired. Customer Service Knowledge Management

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.

6 Ways Your Knowledge Base Can Improve Customer Experience

GetFeedback

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

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.

Knowledge Base Integration With Live Chat – the Best Recipe for Customer Support

ProProfs Blog

It is important to note that most often this is not the fault of the customer service agent either – it may just happen that they do not have access to the latest information, or they may be relying on their own experience or personal knowledge. The Solution – A Centralized Knowledge Base.

Building the Perfect Knowledge Base Template Article

Comm100

Creating a knowledge base is a great way to offer quick solutions for your customers and ease the strain on your customer service team. The main purpose of a knowledge base is to show customers how to do something with your product or your website and solve a need.

3 Knockout Knowledge Base Examples To Learn From

Mindtouch

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. Given the subject matter (taxes), the medium (computer software), and the number of customers (many), Avalara needs a rock solid knowledge base for all those people who would rather not call in for support.

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Does Your Knowledge Base Really Answer Your Customers' Questions?

inSided

Online knowledge bases are becoming more and more of a ‘hygiene factor’ for consumer tech brands.

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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.

3 Critical Contact Center Components a Knowledge Base Supports

Unymira

Every contact center has three critical components vital to their success: people, technology and information. Customer Service

New report finds dissatisfaction in knowledge-based authentication

TRUSTID

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.

5 Best Practices on how to implement a Knowledge Base

Unymira

Implementing a Knowledge Base in your organization can be a time-consuming process. Many companies avoid implementing a Knowledge Base because they have had a negative experience with their homegrown solutions or former knowledge initiatives. Knowledge Management

3 Ways an AI-Powered Knowledge Base Changes the Game for Reps and Customers

Guru

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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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From Knowledge Base to Virtual Agents: The Shift to AI-powered Self Service

TechSee

In the early days of self service, companies implemented static channels such as FAQs, how-to videos, troubleshooting guides, and knowledge bases. The post From Knowledge Base to Virtual Agents: The Shift to AI-powered Self Service appeared first on Techsee.

What Is a Knowledge Base and Why Is It Useful?

Comm100

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. Internal Employee Knowledge Base.

6 Reasons Spring is the Perfect Time to Clean Up Your Knowledge Base

Guru

It’s easier to approach knowledge base maintenance as an ongoing activity than as a quarterly (or yearly) activity. knowledge management

New report finds dissatisfaction in knowledge-based authentication

TRUSTID

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.