Help Scout

AUGUST 3, 2021

FAQ software, also commonly referred to as knowledge base software, is a tool that makes it easy to create, organize, manage, and publish self-service content. Those articles can then be sorted into categories for easy navigation or searched for, depending on the software.

Self service 96

Self service Wait times Accountability Customer Experience 96

Stratifyd

JUNE 28, 2019

Knowledge base. Our knowledge base is growing! Customize the axes in your scatter plots to add a quick visual reference so it's easier to see where your data falls at a glance. You can even layer categories on top of one another to compare! Scatter plots. Radar charts. Add widget.

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Totango

DECEMBER 23, 2019

These data categories enable you to leverage your business taxonomy and make it very clear and easy for your organization to see how much data exists in Totango and how to ask the right questions in order to explore it quickly. To learn more, visit the Knowledge Base for release notes. .

Best practices 63

Best practices Management 63

Stratifyd

JUNE 28, 2019

Knowledge base. Our knowledge base is growing! Customize the axes in your scatter plots to add a quick visual reference so it's easier to see where your data falls at a glance. You can even layer categories on top of one another to compare! Scatter plots. Radar charts. Add widget.

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JustCall

MARCH 6, 2023

Very simply, ticket triaging refers to deciding the order of treatment of the support tickets based on predefined parameters. Over time, this can lead to a knowledge base for superior features and products. Here are some categories to keep in mind when developing a support ticket triage. Immediate 2. Non-urgent 5.

Customer Support 52

Customer Support Feedback Analytics Service level 52

Noble Systems

FEBRUARY 20, 2019

In Part 2, we will cover the “Effortless” and “Transformative” category trends. The term “effortless” refers to both the agent and the customer experience. Focus on Improving Your Knowledge Base. Both contact center agents and customers benefit from a great customer service knowledge base. Effortless.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

Inbenta

JUNE 21, 2022

This provides businesses with a unique opportunity to be the reference to specific search phrases. Creating a proficient knowledge base that delivers useful support content takes time and money. Best practices for SEO Knowledge Management. Interested in improving the SEO and Google ranking of your knowledge base?

Engineering 52

Engineering APIs Best practices Management 52

ClientSuccess

MARCH 20, 2019

In this blog, I will cover the 4 high-level categories of customer success metrics. These categories were developed by 100 of the top customer success leaders during a session at the CS100 Summit —the number one leadership conference for customer success leaders. 4 High-Level Categories of Customer Success Metrics.

Metrics 61

Metrics SaaS Customer advocacy Marketing 61

ProProfs Blog

MARCH 26, 2020

These can be inclusive of: Taking a look at the service for reference. Opening a separate window to take a look at the knowledge repository before approaching the tech department for help. Checking online for better references on how to handle certain issues without escalating them to a support ticket. Tweet this.

Upselling 134

Upselling Customer Support CRM Management 134

Tethr

FEBRUARY 27, 2019

With the Effort Library, the Tethr platform is able to look at thousands of different ways customers can express various high-effort experiences like frustration, recontact, or channel switching, and categorize those occurrences into structured data points ( At Tethr we refer to these structured data points as categories ).

Customer effort 48

Customer effort Surveys Coaching Self service 48

Mindtouch

APRIL 9, 2019

Categories to help build sections and shelves. Within Guided Content Framework, categories are the highest level of the hierarchy. In a library, categories would function like sections and the shelves within those sections where groups of books and other media are kept. For example: Category : All Enterprise Products.

Enterprise 48

Enterprise Engineering Best practices Customer Experience 48

Mindtouch

APRIL 9, 2019

Categories to help build sections and shelves. Within Guided Content Framework, categories are the highest level of the hierarchy. In a library, categories would function like sections and the shelves within those sections where groups of books and other media are kept. For example: Category : All Enterprise Products.

Enterprise 48

Enterprise Engineering Best practices Customer Experience 48

CSM Magazine

FEBRUARY 18, 2021

Chargebacks often result from misunderstandings but can also be an instrument of fraud commonly referred to as friendly fraud. This practice is commonly referred to as friendly fraud (also chargeback fraud) and consists in claiming identity theft where the purchase was knowingly made by the actual card owner in order to get a refund.

Banking 52

Banking Accountability Marketing Technology 52

Certified Languages International

JULY 7, 2021

Similarly, interpreters often refer to themselves as “just an interpreter,” as Katherine Allen candidly pointed out during a recent conference presented by Linguist Education Online. (I AB5 has lumped language professionals into the gig worker category, failing to recognize the profession as the knowledge-based workforce it really is.

Education 52

Education Healthcare Surveys Management 52

Eptica

MARCH 22, 2017

NLP understands the question, based on the language the consumer is using, and searches a knowledge base to deliver the best response to that individual question. That’s why Eptica’s technology is based on NLP and a centralised knowledge base. Share this page on: Tweet.

Customer Experience 52

Customer Experience Chatbots Engineering Technology 52

CSM Magazine

JULY 17, 2023

Growth of Audience Loyalty: Audience loyalty refers to the degree of consumer support and satisfaction with a particular brand or product. Focus on helping, not selling: Reserve category pages, product cards, and advertisements for sales-oriented content. Later on, we will also give you some tips on how to blog effectively.

Entertainment 52

Entertainment Engineering Advertising Marketing 52

Mindtouch

JUNE 5, 2018

Essentially, it helps users organize various pieces of content and microcontent into high-level categories, making for a navigational experience that mimics the way our brains store information. The goal is to make knowledge management and navigation easier for both internal and external end-users.

Engineering 48

Engineering Self service Management Customer Support 48

Natalie Petouhof

OCTOBER 19, 2016

The Constellation ShortList  presents vendors in different categories of the market relevant to early adopters. In addition, products included in this document meet the threshold criteria for this category as determined by Constellation Research. Constellation can also provide guidance in vendor selection and contract negotiation.

Contact center software 45

Contact center software Contact Center Customer Service Interactive Voice Response 45

Eptica

JANUARY 23, 2019

This means better understanding email conversations using AI and text analytics and then providing comprehensive, rapid responses through intelligent knowledge bases that ensure consistency throughout conversations. Companies therefore need to ensure that they can deliver what customers want. Share this page on: Tweet.

SaaS 62

SaaS Analytics Surveys Marketing 62

ProProfs Blog

DECEMBER 23, 2020

Feeling lost as to why we are referring customers with such nicknames? Another customer support tool you can use to collect data is knowledge base. With the use of a knowledge base repository, you can help your customers and visitors accomplish this goal faster.

Marketing 131

Marketing Accountability Feedback Customer Support 131

AWS Machine Learning

MARCH 13, 2024

For more information about toxicity analysis, refer to Flag harmful language in spoken conversations with Amazon Transcribe Toxicity Detection. Furthermore, the knowledge base includes the referenced policy documents used by the evaluation, providing moderators with additional context.

APIs 105

APIs Engineering Advertising Management 105

Mindtouch

NOVEMBER 22, 2016

What results is the opposite of a static, unorganized, unstructured knowledge base that simply generates HTML. Reference information. Structured” articles are organized by topic or category. Building smart content into a logical hierarchical structure results in an intuitive navigation that lowers effort for the customer.

Self service 59

Self service Engineering Analytics Best practices 59

ProProfs Blog

FEBRUARY 7, 2020

Customers will not understand if you are new to the product category or if you have an extensive product range. Establish a set of rules and guidelines that your customer support reps can refer to. Knowledge Base. Hence, a versatile knowledge base software works wonders here.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

Eptica

DECEMBER 1, 2015

Gartner conducted more than 200 online surveys and telephone interviews with vendor references, as well as more than 750 inquiries with Gartner clients evaluating the products. For the 2015 report Gartner evaluated vendors on their completeness of vision and ability to execute on that vision. Share this page on: Tweet.

Multichannel 49

Multichannel Customer Service CRM Automotive 49

Joe Rawlinson

MAY 29, 2019

Today, there are numerous product recommendation solutions for e-commerce that can help you group products according to their categories and types, but you should make sure that you think through the strategy that you’ll be using and keep analyzing your audience to see what they respond to best.

Sales 102

Sales Upselling Customer Support Marketing 102

Inbenta

MARCH 11, 2021

Improved customer retention: Complex requests can be referred to an agent who can focus on them, while chatbots resolve simpler requests. It takes time and requires building a comprehensive knowledge base, including FAQs, synonyms, compound words, and even some personality elements.

Benchmark 52

Benchmark Chatbots Customer retention Marketing 52

CSM Magazine

DECEMBER 28, 2020

Independent contractors also fall under the self-employed category. Many refer to them as business owners or entrepreneurs. Positions like these are similar since you usually choose your own hours and who you work for. The reason is they typically work the hours they choose. They also get to determine how they complete the work.

Banking 52

Banking Education Accountability Marketing 52

Help Scout

SEPTEMBER 7, 2021

Write down everything you can think of, have your team contribute suggestions, and refer to examples of your best customer service work. Procedures and best practices: Were the correct tags and categories added, and were links to the knowledge base included? Step 2: Create a customer service quality rubric.

Customer Service 116

Customer Service Feedback Surveys Personalization 116

Amity

APRIL 3, 2017

The points that fall into this category are kind of obvious. Upsells / Cross Sells /Renewals: I am constantly hearing and involved in conversations around who owns what in this category (Sales vs CSMs). Customers presented to Marketing for case studies or customer references: Same idea as above. The kind of obvious. Analyze it.

Upselling 70

Upselling Metrics Feedback Accountability 70

JivoChat

JANUARY 17, 2021

Some live chat software can also integrate with other support tools, such as a knowledge base, messaging apps, or email software to provide omnichannel support. In fact, one survey found that 51% of customers preferred live chat because they can multi-task: Live chat conversations can be saved for future reference.

Best practices 52

Best practices CRM Customer Support Personalization 52

Mindtouch

FEBRUARY 5, 2018

Their navigation begins with selecting your general product category (Laundry, Refrigeration, Cooking, Dishwashers, or Other Products) then getting more specific with each selection the user makes. And that’s a good thing: happy customers are more likely to buy again, try your new product or service, and refer you to their friends and family.

Self service 63

Self service Personalization Accountability Marketing 63

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. However, a poorly designed knowledge base can cause more problems than it solves, by tying your team up in pages that are difficult to read, or a navigation system that’s time-consuming to use.

Benchmark 41

Benchmark Education Customer Service Metrics 41

Kayako

MARCH 16, 2017

Answer: When they are a writing a knowledge base to help customers solve their problems quickly and reduce repetitive conversations with your support team. Writing documentation for a knowledge base is hard. The only way to do that is to cater to best practices in a knowledge base.

Best practices 38

Best practices Self service Customer Support Government 38

Kayako

OCTOBER 20, 2016

Help center IA has a lot of interrelated elements, but only one real starting point: Your first task is to articulate, with total clarity , the purpose of each knowledge base article. Let’s add ‘Reference articles’ too. Discerning your help center article types. individual articles. Put ‘How-to articles’ on the list.

Self service 82

Self service Best practices Customer Experience 82

LiveChat

JUNE 30, 2015

The main aim of a knowledge base article is to show your customer how something can be done, either on your website or with your product. If you want to create a knowledge base , you need to fill it with articles. Firstly, your customers will be the biggest source of topic ideas for your knowledge base.

Self service 56

Self service Analytics Engineering Customer Support 56

ProProfs Blog

MAY 6, 2020

We’ve divided these statistics into the following 19 categories: Customer Experience Training Success Statistics. It’s time that we explore each category and see what they have in store for us to learn! Such experiences prompt customers to get shop more frequently and refer the brand to others too. Future of Customer Experience.

Customer Experience 99

Customer Experience B2B B2C Sales 99

AWS Machine Learning

SEPTEMBER 14, 2023

Document categorization or classification has significant benefits across business domains – Improved search and retrieval – By categorizing documents into relevant topics or categories, it makes it much easier for users to search and retrieve the documents they need. They can search within specific categories to narrow down results.

APIs 93

APIs Government Accountability Engineering 93