As a Comprehensive knowledge base for call centers creating a strong web
self-service model that customers access from their own homes.Industry experts agree that one size does not fit all when it comes to
information searches, so creating several varieties of guided help is the best
bet. The basics include FAQs, a folder tree for browsing questions, and a
search option. The ability to handle questions of greater complexity, however,
can improve pre- and postsale scenarios such as product comparisons.
According to Subramaniam, the ideal knowledge-enabled self-service should function like a human advisor, recommending the appropriate purchases for anyone who might be perusing the Web site for information. A series of relevant questions can focus the search: “Do you travel internationally?” “Do you need Bluetooth?” “What’s your budget?” In the end, serving up information to suit customer interaction frees up agents who, in turn, will require less training time.
Creating a strong Web self-service model that customers access from their own homes can significantly reduce unnecessary field service, cutting not just high customer service costs but also environmental impact such as carbon emissions. Subramaniam includes an example of such an effort in his “7 Attributes of Highly Green Customer Service Contact Centers”: A home-appliance manufacturer’s knowledge management system, guided by case-based reasoning, greatly reduced field visits and saved $50 million annually.
A comprehensive knowledge base, Subramaniam writes, can also prevent unwarranted product exchanges and returns. “Such exchanges and returns are often caused by subscribers’ inability to figure out how to use the product,” he writes, “and contact centers’ inability to resolve the problem.” These misunderstandings can lead to unnecessary inspections, re manufacturing, and product shipping.
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