MonthApril 2015

What can EZPro knowledge base do for you?

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In our last two blogs we have discussed the importance of a knowledge base for customers and representatives and listed the benefits of maintaining an efficient one. In this post we will explain what your organization gains by using EZPro knowledge base.

EZPro provides the knowledge base embedded into the Customer Support and Service Management. It is available in all plans for free. You can utilize EZPro knowledge base along with service, change, problem or custom process management. Also, you have the option of using just EZPro knowledge base.

What is EZPro knowledge base?

  • Content management tool where you collect, organize, search and utilize your internal and external documents. FAQs, troubleshooting documents, procedures, customer experience and manuals are potential candidates to maintain in the knowledge base.
  • Delivers its own workflow to manage the basic actions: save as draft, publish, archive and restore. You can follow the life cycle of an article through the article status.
  • Powerful version control system. You compare versions line by line; and restore older versions if needed.
  • Customizable. You can define your own topics, sub topics and types.
  • Provides tools to add attachments and comments.
  • Offers linking articles to tickets from the knowledge base and ticket management screens. This feature provides referencing articles to specific issues, instances or changes.
  • Provides advanced search

What does EZPro knowledge base mean to you?

  • Fewer calls and tickets
  • Fast and standardized response to customer requests and issues
  • Low operation cost
  • Effective organizational learning

Why is knowledge base important for your representatives?

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In our previous post we have discussed the value of a knowledge base for your customers. Knowledge base is required for quick and accurate customer service.

Representatives aka agents need to have access to a central repository of procedures, changes, customer and agent experiences, and internal documents to provide high quality service in a short period of time. Multiple channel customer support and growing business sometimes lead to deviations from standard solutions. A well maintained knowledge base is an answer to that. Clearly categorized articles should be easily searched and solutions should be reached quickly. Solutions should be associated with areas where they can be applied to. There should be a seamless content management process behind publishing articles. Maintaining a knowledge base is an ongoing project and it guarantees delivering quality service at a low cost.

Why is knowledge base important for your customers?

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A central and easily accessible knowledge base will add a great value to customer service. You can publish customer experience, troubleshooting documents, frequently asked questions, manuals and procedures for your customers and your users. Your knowledge base will be the extension of your organization.

Clearly categorized articles with efficient key words for quick search will eliminate customer calls, emails and tickets.

You can think of the knowledge base as a never-ending project and improve it constantly to serve your customers without even directly contacting them.

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