Intelligent Knowledge Base, the next frontier in Customer Service
A positive customer experience is all about keeping customers happy. Creating an intelligent knowledge base will allow you to answer a lot of questions before customers even ask or give them the chance of solving their issues without reaching for help. Easy access to useful resources to find quick answers is today more valued than ever.
What is an intelligent knowledge base?
A knowledge base is a repository of useful information that helps customers and employees to find answers to commonly asked questions related to a product or a service. An efficient knowledge base management allows businesses to launch self-service portals, giving customers greater access to more info, and allowing them to solve problems independently.
Multiple formats are supported in a strong knowledge base, including FAQs, product manuals or brochures, tutorials, videos, and troubleshooting guides.
Top benefits of creating a knowledge base
1. 24/7 Assistance
A good self-service portal allows customers to solve their issues by themselves, pointing them to the right solutions, avoiding them to reach out to you, and ensuring no long wait times.
2. Consistent Service
Once everyone in the organization will reference the same playbook, the service becomes more consistent. Every person, whether from the IT or the Sales department, will be looking into the same information.
3. Improved KPIs
Investing in a good knowledge base will help you improve some of your main call center KPIs, such as FCR (First Call Resolution) and AWT (Average Wait Time).
If you have a solid knowledge base, customers will have the information they need at their fingertips. If they contact you, you can easily access the information as well, and won’t need to put them on hold for 10 or 15 minutes while you look for the right answers to their issues.
4. Lower Costs
This is probably the benefit that will catch your eye the most as no one likes to have unnecessary costs! A knowledge base can help you provide a great customer experience while cutting down on your expenses. You can publish information for different products in multiple languages, reducing costs associated with scaling customer service teams for multi-product support, and the cost of hiring local teams or paying for linguists.
Also, your staff won’t have to handle so many support tickets and will be able to focus on the most important issues.
How WDS can help you
At WDS our focus is on delivering the best possible knowledge base for your customer service teams, all from front-line sales to call center and online care. Our suite of multi-channel knowledge management, product intelligence, consulting, and mobile device management solutions help wireless brands deliver a more effective customer experience while keeping firm control of costs. For more information, do not hesitate to contact us.