What is Knowledge Base?
A knowledge base is a repository of digital information, such as guides, insights, and training resources, into which support centre agents can search in order to provide better customer service. The knowledge base's goal is to provide subject-matter expertise without requiring human interaction. It can thus be used by the larger business to share knowledge across the organization - but the knowledge base is fundamentally a tool to help support agents assist customers by sharing them knowledge articles. Customers can also use the knowledge base to serve themselves by searching the system. This is less common, however, and necessitates a sophisticated knowledge base with separate views for customers and support agents.
It is strongly advised that every company implement the Knowledge process in order to run the Support Center efficiently. In every Support company, the Support Head is in charge of implementing a knowledge management system. The knowledge process should be divided into two sections, as shown below.
1) Knowledge for Internal Employees: All important processes that support employees in need of assistance should be documented here so that whenever they need to support a customer, they can check it directly from Knowledge information. There are various job titles available in the Support department, such as Level 1, Level 2, and Level 3, so each category should have its own section of knowledge transfer pertaining to their job role. For example, if they are working as a Level 1 Support agent then all possible learning documents should be documented as it shortens employee onboarding time and improves learning proficiency.
2) Knowledge for Customer (Self-Service): If you support a product, you should create sections for each product type, such as billing and payment, how to use the product, and so on, and under those sections, you can include frequently asked questions from customers. The benefit of this is that customers can go directly to your Self-Service page and find the answers without having to interact with your support agent. You must keep the self-service knowledge up to date so that customers can get the solution right away. Otherwise, they will open a support ticket, which will increase the workload on your support team. The lower the support cost, the fewer tickets that come to the support team. It is also recommended to have a Knowledge Manager or a dedicated support team member like frontline supervisors who regularly audits support articles and updates those that require immediate attention and create new articles when needed by checking regular support tickets.
Important benefits of having a Knowledge Base:
Increase the value of the support center: When everything for your customers and employees is documented, it adds value to the business because there are fewer breakdowns.
Improve First Contact Resolution (FCR): When a customer contacts support via phone or chat, if knowledge is available for the agent, they can immediately guide the customer and resolve the issue. As a result, the support center's First Contact Resolution KPI will improve significantly.
Improve Customer Satisfaction (CSAT): When a customer contacts a support team, say via phone or chat, if the agent has knowledge, they can guide the customer immediately and resolve the issue in the first contact, and the customer is more likely to be satisfied with the agent. As a result, it will show a significant improvement in Customer satisfaction.
Increase Employee Morale: One of the leading causes of employee turnover is a lack of proper coaching and guidance. Employees can learn everything in a transparent manner if you have a knowledge base strategy because they know what is expected of them and how to find answers to meet performance expectations.
Provide just-in-time training: Because support agents have access to the internal knowledge base, they can learn things much faster.
Increase Productivity and Efficiency: Because all possible knowledge is available to support agents, they can handle more tickets in less time, increasing their productivity and efficiency.
Give consistent answers to the same questions over and over: Customers can find answers to their questions by searching your 24-hour knowledge base.
Provide solutions to recurring complex problems: Customers and support agents can find answers to their questions by searching your 24-hour knowledge base.
Respond to and resolve issues more quickly: Because knowledge is readily available to support agents, they can respond to and resolve questions more quickly.
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