Expert insights. Personalized for you.
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 MORE
Online knowledge bases are becoming more and more of a ‘hygiene factor’ for consumer tech brands. MORE
There is no denying the fact that we live in an era of instant gratification. The immediate response that we. Articles MORE
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 MORE
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 MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
52 
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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 MORE
Learn how to optimize your knowledge base for your customers' needs. Arming your customers with self-service content saves everyone time and energy. Articles MORE
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. MORE
Every contact center has three critical components vital to their success: people, technology and information. Customer Service MORE
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. MORE
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 MORE
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. MORE
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. MORE
Your CRM and knowledge base are the two main sources of information for customers. Knowledge Base Knowledge Management Salesforce MORE
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. MORE
52 
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. MORE
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. MORE
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. MORE
Knowledge Base Customer ServiceYou’re a customer service agent and it’s 8:00 am in the morning. MORE
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. MORE
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. MORE
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. MORE
Here we will discuss the benefits of a professional knowledge base. Knowledge Base Knowledge Management MORE
56 
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. MORE
It’s easier to approach knowledge base maintenance as an ongoing activity than as a quarterly (or yearly) activity. knowledge management MORE
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Knowledge Base Related Topics 
TechSee
FEBRUARY 3, 2020
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.
TechSee
DECEMBER 3, 2019
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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Unymira
OCTOBER 8, 2018
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.
Unymira
AUGUST 7, 2018
Knowledge is the lifeblood of a business. Knowledge Base Knowledge Management
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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.
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.
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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
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. These FAQs can be generated with the help of knowledge base customer service software.
HelpCrunch
NOVEMBER 29, 2019
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
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.
Unymira
FEBRUARY 25, 2019
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.
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Unymira
JULY 24, 2019
Your CRM and knowledge base are the two main sources of information for customers. Knowledge Base Knowledge Management Salesforce
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.
Guru
FEBRUARY 4, 2020
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.
GetFeedback
AUGUST 24, 2018
Learn how to optimize your knowledge base for your customers' needs. Arming your customers with self-service content saves everyone time and energy. Articles
ShepHyken
JANUARY 20, 2017
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.
Unymira
AUGUST 7, 2019
Knowledge Base Customer ServiceYou’re a customer service agent and it’s 8:00 am in the morning.
Unymira
MARCH 13, 2019
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
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. The post Authentication Myths | Knowledge Based Authentication Works appeared first on Pindrop.
GetFeedback
MAY 24, 2017
Maintaining a knowledge base gets exponentially more complicated as a business grows. That's where knowledge base surveys can help. Articles
Unymira
SEPTEMBER 13, 2018
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.
Unymira
APRIL 25, 2019
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.
Unymira
JULY 10, 2018
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
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. 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.
GetFeedback
MAY 7, 2019
There is no denying the fact that we live in an era of instant gratification. The immediate response that we. Articles
bold360 Blog
NOVEMBER 4, 2019
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.
ProProfs Blog
SEPTEMBER 18, 2017
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.
Comm100
FEBRUARY 7, 2018
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.
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. 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.
inSided
OCTOBER 11, 2018
Online knowledge bases are becoming more and more of a ‘hygiene factor’ for consumer tech brands.
Insite Managed Solutions
SEPTEMBER 20, 2018
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.
Unymira
OCTOBER 2, 2019
Every contact center has three critical components vital to their success: people, technology and information. Customer Service
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.
Unymira
DECEMBER 5, 2018
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
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. 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.
TechSee
FEBRUARY 20, 2018
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.
Comm100
FEBRUARY 5, 2018
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.
Guru
MARCH 28, 2019
It’s easier to approach knowledge base maintenance as an ongoing activity than as a quarterly (or yearly) activity. knowledge management
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.
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