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. What are the different types of knowledge base software?

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Enterprise Customer Support Feedback Engineering 107

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

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Netomi

JUNE 10, 2023

The Power of a Zendesk Knowledge Base and Customer Self-Service The modern customer wants self-service. That’s why, over the past few years, we’ve seen companies build out robust Knowledge Bases (or Help Centers) on Zendesk and other leading customer experience platforms. What is Zendesk Knowledge Base?

Chatbots 52

Chatbots Banking Self service Engineering 52

bold360 Blog

APRIL 1, 2020

Centralize and Scale Your Knowledge Base. Most organizations have vast amounts of intangible knowledge assets, such as answers to frequently asked questions, product and customer information, and much more. Customers and employees want to easily access this knowledge, especially in a crisis.

Call Center 95

Call Center Management Self service Abandon rate 95

pindrop

AUGUST 24, 2021

There was a point in time where knowledge-based authentication (KBA) questions were an effective form of identification. It’s likely that more personal information about each and every one of us is available on the web than any time before in history, and the growing amount of cybersecurity incidents each year isn’t helping.

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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

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?

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Self service Enterprise Feedback Analytics 65

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. Improved Productivity.

Customer Support 148

Customer Support Self service Morale Banking 148

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. .

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Average Handle Time Self service First call resolution Virtual Agent 57

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. 8 Tips on Knowledge Base Creation.

Customer centricity 68

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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.

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Metrics Customer Service Scripts Surveys 52

Nicereply

FEBRUARY 9, 2021

This is where your Knowledge Base comes in. Your Knowledge Base: An Underused Wealth of Knowledge. Chances are your business already has a treasure trove of answers to common questions housed in a Knowledge Base. Or it could be that your Knowledge Base needs reorganizing.

Customer Support 52

Customer Support Customer centricity Engineering Personalization 52

Netomi

MARCH 2, 2022

Finding ways of providing options for customers to easily assist themselves will continue to be critical, and one of the primary ways that companies offer self-service is with online help centers, or knowledge bases. Knowledge Bases: An Overview . They say that knowledge is power. Scaling your customer support?

Self service 52

Self service Enterprise Chatbots Customer Support 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. The internet has many marketplaces that are willing to sell databases full of personal information, that double as answers to KBAs. But that time is gone.

Personalization 56

Personalization Customer Experience Customer Service Engineering 56

pindrop

OCTOBER 12, 2021

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. 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

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

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. Some of the survey’s top findings included: An overwhelming 92% of contact centers still use personal information to authenticate callers.

Telecommunications 52

Telecommunications Contact Center Call Center Banking 52

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. Some of the survey’s top findings included: An overwhelming 92% of contact centers still use personal information to authenticate callers.

Telecommunications 48

Telecommunications Contact Center Call Center Banking 48

TRUSTID

JUNE 26, 2019

Our personal information is valuable to us. Collectively, its value should only be if any worth to each person it’s associated with. In the recent article, “Eliminate Outdated Proofing, says GAO,” four out of six government agencies interviewed said they continue to rely on on knowledge-based validation to authenticate customers.

Personalization 78

Personalization Banking Engineering Government 78

TechSee

DECEMBER 22, 2019

Harvard Business Review conducted a comprehensive survey of call center representatives and classified them into seven different types, according to their personalities and approaches to the job. The post Successful Call Center Agents Share This Personality Type appeared first on TechSee.

Call Center 124

Call Center Personalization Contact Center Self service 124

AWS Machine Learning

FEBRUARY 8, 2024

You can now use Agents for Amazon Bedrock and Knowledge Bases for Amazon Bedrock to configure specialized agents that seamlessly run actions based on natural language input and your organization’s data. Knowledge Bases for Amazon Bedrock provides fully managed RAG to supply the agent with access to your data.

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APIs Scripts Enterprise Management 123

CSM Magazine

DECEMBER 18, 2023

Provide knowledge tools By keeping your knowledge base up to date, customers can use it to find answers for themselves. Arm them with knowledge and training and then trust them to do their job. It is time to put the “person” back into your company’s “personal responses” to your customers’ problems.

Personalization 52

Personalization Customer Service Multi-channel support Surveys 52

Nicereply

NOVEMBER 1, 2022

In this article, I’ll walk you through the benefits of personalized customer service and some actionable tips on improving it. In this article, I’ll walk you through the benefits of personalized customer service and some actionable tips on improving it. What is Personalized Customer Service? Let’s dive in.

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Best practices Personalization Customer Service Chatbots 52

SharpenCX

JANUARY 27, 2021

Keep them in your internal knowledge base, so when agents feel stuck, they have a reference point to get back on track. It sets the tone for a positive and personal conversation. If you can hold for the next 30 seconds, I will transfer you to the right person. And mention that the feedback would personally help them.

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Scripts Coaching Surveys Accountability 67

bold360 Blog

NOVEMBER 25, 2019

As the people who directly engage with customers on phone or in person, they are at the forefront of your company as the face of your brand. The biggest pain point is a gap in knowledge. Often agents have difficulties accessing information, and they lack a knowledge base to leverage for quick answers.

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First call resolution Morale Call Center Customer retention 40

Solvvy

JUNE 17, 2021

Personalization and automation seem to be diametrically opposed. Consumers expect a personalized experience, but they also expect immediacy and accurate responses that can only be achieved with automation. Differentiate Support Needs Based on User Group. Premium Service for Premium Customers.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

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. Knowledge bases offer information that might otherwise only be available through a human.

Complaint resolution 41

Complaint resolution Benchmark Self service Contact Center 41

TRUSTID

JUNE 26, 2019

Our personal information is valuable to us. Collectively, its value should only be if any worth to each person it’s associated with. In the recent article, “Eliminate Outdated Proofing, says GAO,” four out of six government agencies interviewed said they continue to rely on on knowledge-based validation to authenticate customers.

Personalization 49

Personalization Banking Engineering Government 49

ShepHyken

SEPTEMBER 22, 2023

From AI-powered chatbots to hyper-personalization, and with the aid of knowledge-base management solutions , the future of customer service is bright and full of potential. AI-powered chatbots are more efficient than traditional customer service methods and can be programmed to provide personalized experiences for each user.

Customer Service 152

Customer Service Chatbots Self service Customer Care 152

ShepHyken

JULY 31, 2023

When offering digital support systems, enable customers to reach a real person whenever needed. When AI pulls information from the customer’s history or a knowledge base, support agents are empowered to have better interactions and efficiently provide the best solution. What is wallet share?

Chatbots 296

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AWS Machine Learning

FEBRUARY 19, 2024

One way to enable more contextual conversations is by linking the chatbot to internal knowledge bases and information systems. Integrating proprietary enterprise data from internal knowledge bases enables chatbots to contextualize their responses to each user’s individual needs and interests.

Chatbots 100

Chatbots APIs Engineering Enterprise 100

Call Experts

OCTOBER 23, 2019

Whether you have an in-house team for customer service or you’re using an app to help customers, personalized support solves everyone’s needs. Build a knowledge base to support self-service solutions. Upkeep and optimization of your knowledge base are also crucial concerning customer lifecycle management.

Personalization 53

Personalization Customer Service outsourcing Self service 53

CSM Magazine

MAY 5, 2023

However, some accidents lead to severe and debilitating injuries that can change a person’s life. This blog post will discuss the five most common personal injuries in Fort Worth and how a person injury lawyer Fort Worth can help. 2- Intentional Acts Intentional acts are another common personal injury seen in Fort Worth.

Personalization 52

Personalization Accountability 52

CCNG

JUNE 21, 2023

Provide personalized, omnichannel experiences that are context-based and low effort. And that limits your ability to provide a personalized, contextual customer experience. Use contextual information to personalize journeys. Your business can craft a clear customer profile and offer personalized interactions.

Customer Service 195

Customer Service CCNG Self service Automotive 195

CSM Magazine

APRIL 16, 2024

Personalized Assistance: Customized support that addresses the individual needs and concerns of players goes a long way in showing that a casino values its customers. It involves a combination of timely, knowledgeable, accessible, and personalized service. This is all underpinned by the latest tech innovations.

Customer Support 52

Customer Support Entertainment Chatbots Self service 52

CSM Magazine

APRIL 4, 2024

Client relations history in casinos shows an ongoing relationship between technology and tradition, from the earliest days of online services to the current focus on in-person encounters. This return to in-person communication improves the entire client experience and the recreational value of gambling activities.

Personalization 40

Personalization Brand ambassadors Entertainment Customer Service 40

TRUSTID

AUGUST 20, 2018

With so much sensitive data in play, contact centers know that you can’t be wrong with the person you are speaking to. Being right and keeping your banking experience personal is where all contact centers want to be. But can call centers authenticate customers and keep the call personal? The simple answer is yes.

Personalization 48

Personalization Banking Contact Center Call Center 48