HelpCrunch

MARCH 1, 2023

At a certain point in time, businesses start to think about ways to organize, manage, and retain the knowledge that has accumulated over years. Not only does it help to keep better control over the [ … ] The post Knowledge Base vs Wiki: How to Choose What’s Right for You? appeared first on HelpCrunch blog.

Management 118

Management 118

Nicereply

SEPTEMBER 13, 2022

The knowledge base has been considered a crucial component of providing self-service for years. And now knowledge bases as we’ve always known them are dead. To accommodate, customer support teams need to rethink how they create, manage, and share knowledge. The traditional knowledge base is fading.

SaaS 52

SaaS Chatbots Scripts Self service 52

bold360 Blog

APRIL 1, 2020

Effectively managing incoming traffic and workflow during surge conditions (like now) has never been more important for companies and their customers than right now, and self-service enables that. Centralize and Scale Your Knowledge Base. Customers and employees want to easily access this knowledge, especially in a crisis.

Call Center 95

Call Center Management Self service Abandon rate 95

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. Some knowledge bases can also proactively present issue resolution suggestions to customer service representatives in real time.

Contact Center 136

Contact Center outsourcing Customer Service call center solutions 136

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

Knowmax

OCTOBER 30, 2021

Why move from Legacy document management to a future-ready knowledge base?

Management 98

Management 98

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 107

Enterprise Customer Support Feedback Engineering 107

Guru

JULY 15, 2021

Imagine you work at a startup where you’ve been in charge of knowledge management and internal communications for the past three years. In the second year, you implemented a new knowledge base tool. In the first year, you created processes that got everything running smoothly.

Management 118

Management 118

CCNG

SEPTEMBER 27, 2023

Every contact center has some sort of knowledge base, whether it’s a depository of articles with a search bar at the top of the screen, an electronic library with categories of articles, a notebook, or even those sticky notes around the agent’s monitor and desk. More time, more money, and more frustration.

Management 195

Management Average Handle Time Self service First call resolution 195

TechSee

FEBRUARY 3, 2020

Field service organizations in particular face the challenge of an aging workforce with 70% of those surveyed stating that they will experience knowledge loss caused by a retiring workforce over the next five to ten years. Their knowledge is, by definition, unstructured and can be imprecise. Creating a visual tribal knowledge base.

Customer Service 109

Customer Service Contact Center Best practices Average Handle Time 109

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

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. The post What is a Knowledge Base? The post What is a Knowledge Base?

Self service 52

Self service Management Customer Experience 52

Knowmax

FEBRUARY 22, 2021

Complete knowledge base management guide for enterprises.

Enterprise 52

Enterprise Management 52

Knowmax

JULY 20, 2021

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

Customer Support 52

Customer Support Management Customer Service 52

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

Knowmax

MAY 24, 2021

4 Steps To Implement a Knowledge Base Management System?

Management 52

Management 52

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

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

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

Nicereply

FEBRUARY 9, 2021

As a customer support manager you want to help customers and your support team as much as possible. 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. But first things first.

Customer Support 52

Customer Support Customer centricity Engineering Personalization 52

ShepHyken

JUNE 4, 2021

This week we feature an article by Pratik Salia, a CX professional and Assistant General Manager at Knowmax. How knowledge management helps in improving FCR? FCR can be improved by a knowledge management system with its tools such as a decision tree, knowledge base.

First call resolution 196

First call resolution Management Chatbots Self service 196

Guru

MAY 7, 2020

A company wiki is a type of knowledge management software: an updatable source of internal company information. And because Guru was founded on the idea of Slack integration, we know why: By adding an internal wiki to your comms platform, you can access your entire knowledge base without interrupting the conversation.

Management 62

Management 62

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

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

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. Case Linking. Seems like a no-brainer, right?

CRM 78

CRM Self service Analytics Management 78

Unymira

JANUARY 27, 2021

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.

CRM 52

CRM Management 52

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

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

Unymira

JUNE 9, 2020

Maintaining a knowledge base full of well written articles is as difficult as keeping a preschool playroom tidy. Here’s why.

Contact Center 52

Contact Center Management 52

Unymira

AUGUST 4, 2020

A badly written knowledge base article is like the tainted clam in the linguine. It probably won’t kill you, but you aren’t going to feel very well after eating it.

Management 52

Management 52

Unymira

AUGUST 20, 2018

Here we will discuss the benefits of a professional knowledge base. When considering a new solution to add to your company portfolio, the top items to consider are “What are the benefits and return on investment this solution will bring to my organization?”

Management 45

Management 45

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.

Contact Center 53

Contact Center Management 53

Amity

SEPTEMBER 18, 2017

A knowledge base has the power to greatly improve your user experience. To make an effective, smart, and easy-to-use knowledge base, it's important to take several steps. To make an effective, smart, and easy-to-use knowledge base, it's important to take several steps. Simple Design is the Key.

Customer Support 59

Customer Support Customer Experience Management 59

Unymira

AUGUST 7, 2018

Knowledge is the lifeblood of a business. It is the sum of everything that the business has been able to accomplish over its existence, as well as the collection of less important information that relates to the specific functionalities of products/services or general business operations.

Management 79

Management 79

Knowmax

JUNE 9, 2020

Knowledge Base Benefits For Call Centers.

Call Center 52

Call Center Management 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

ShepHyken

MARCH 10, 2023

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. But by shifting how you manage your team, these issues can be easily resolved. She writes about how companies can adopt a remote workforce and enhance customer service delivery.

Customer Service 293

Customer Service Employee engagement Customer Support Management 293