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.