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A knowledge base is an online library that provides comprehensive material about a particular product or service.
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Introduction • Knowledge is important for almost all types of services. • And when it is easily available and accessible with just a touch of a button or click, its importance and applicability enhance manifold. • A knowledge base is nothing but a self-serve online library that provides in-depth information about a particular department, topic, product or service. • Just as using a call center software is quintessential for a call center to provide efficient service to its clients similarly, easy accessibility of knowledge base • contributes hugely in improving customer’s response to your product or service.
Where Does The Data Come From? • The data can come from almost anywhere. • Usually, it is contributed by experts in the various subjects. • The data provides you various details related to the subject. • The subjects can range from new product, hardware, software to legal department or HR. • Importantly, the knowledge base also includes troubleshooting guides, FAQs and myriad details that may have some significance.
Keeping Customers Happy • With the internet connecting almost everyone across the world, everyone does not just want easy access to information but rather they just demand and expect it. • And if you are in a customer support service field providing, what the customer demands are your top priority. That is why, as a call center company you really need a deep and rich knowledge base. • You can build your knowledge base from scratch by posting targeted, short articles that answer the common questions of the people. • Knowledge-base is one of the cheapest yet the easiest ways to keep your customers happy. • And yes, it is also an ideal way of handling high-volume and making simple interactions. Since it is self-serve, available 24/7, its significance increases manifold.
Customer Support Service And Knowledge-base Tools • Over the past two decades, the customer support industry has evolved as one of the key factors that help businesses to stay ahead in the competition. • Small and big business houses have now understood that even the best and most creative promotions and marketing strategies cannot make up for a bad customer experience. • Studies have also revealed that only professional, consistent and superior customer support can ensure customer loyalty. • Knowledge base tools contribute hugely in helping a call center company provide superior customer support across all the channels. • Check out few such tools right here:
Creative, Well-Designed, User-Friendly Website • For product selling or an e-commerce company, their site is just an online store for them. But it is much more than that. • The site also works as a big customer support agent. Since the online store does not have any presence of employees, the website itself works as a customer service platform. • But to derive such benefits from your website and to ensure that it represents the message about your company the way you want to deliver, the website should be well designed and effective enough to transform a visitor into your customer. • Some of the knowledge-base tools that you can use to make your website user-friendly as well as effective are giving the users the ability to register as members, monitoring their purchase history and so on.
It will help you to provide a personalized shopping experience to your customer every time he returns to your website. • It will further make him more comfortable while browsing through various pages on your website thereby tempting him to purchase more products. • To make sure that the user feels like registering with your website offer an instant perk or discount for the first timers joining your online community. • Another option is to add quality images of your products followed by an insightful description about the same. Both the features should communicate all the details of the product so that the customer will not feel the necessity to talk to your salesperson personally. • Lately, more people are using Smartphone and tabs to access the various sites. So optimizing your site for the small screen devices will ensure easy-to-navigate interface. It will provide a positive shopping experience to the customers.
Are You Available On Multiple Channels? • As a reliable customer service provider, you must ensure your availability across multiple channels. • Each customer has his own preferences for searching a product and making a contact with the customer service. • It means you should have a quick email response, must be available on social network chats, must add live chat to your website and should also have the option of video calling. • Nowadays, many e-commerce sites also add call center as many customers want to contact the customer support agent before actually investing in the product. • Your availability across multi-channels is extremely important as all the businesses now are following the ‘on demand’ principle.
According to it, a company tries to satisfy its customers in the shortest possible time frame. • It means that addressing the concern of the user instantly has become extremely vital to retain the customer and keep him satisfied. • Many times it is simply not possible to solve the problems instantly. • But even then when you reply them instantly through the medium he has approached you immediately, it indicates that you are trying your level best to resolve the matter at the earliest. • This way you can certainly score positive points. Moreover, when you are available across multiple platforms, it becomes convenient for the customers to communicate with you.
An Quality FAQ Page Is Must • Another important knowledge base tool is FAQ page. Rather it is considered to be the golden ticket towards offering superior and quality customer support. • It is because when you have a FAQ page it answers almost all the common queries that you expect from the customers thereby cutting down their need to contact you. • This way your customer support agents will get ample time to address those problems that cannot be dealt without technical help from your side and reduce the load on your customer service department. • With fewer problems to address, you can serve the customers better. • Also having a quality FAQ page makes it easier for your support team to help the customers. Since the FAQ carry well-written answers in detail, all the team needs to do is to send the link to the customer which takes very little time. • It is advisable to have well-written tutorials as well as a searchable database on your website that will aid your customers and keep the job of your customer service team to a minimum.
Well-Trained, Competent Support Team • If you want to provide the best customer support service to your clients, you must hire highly skilled, competent and trained professionals, the best in the business. • If you are employing new or inexperienced staff, make sure that you train new employees good enough so that they can address the concerns of the users efficiently. • They must have adequate knowledge about the product to answer technical-related queries from the customers. It can be made possible by giving professional training to your employees. • An easier way is to create an online training program that your employees can easily access according to their comfort anytime they want.
You can keep on upgrading this training program so that whenever your customer support executive has forgotten a few details or want to know the latest updates he can go back to the same program and update himself. • All the above are knowledge base tools that are highly crucial for providing great customer service. With the help of an online knowledge base, it is possible to entirely utilize all the information to help the customers. • It will not only improve the proficiency of your employees but also reduce the number of customers calling your customer support base.
