Knowledge Base Management
Self-Service solutions are key to reducing
service workload. A powerful and effective knowledge
base can significantly reduce caseload, while taking
almost no resources to implement and manage. It is a
24x7 solution that can often answer a customer's questions
before they ask them.... and that is customer
Customer Service Reps (CSRs) only need
to handle inquiries that actually require human
interaction, causing a significant reduction in caseload
and associated service costs.
ServiceTraq delivers a sophisticated
and intelligent knowledge base solution out of the gate:
ServiceTraq's knowledge base is intelligent.
Every time a search is performed, ServiceTraq analyzes customer
behavior on the results to see which articles tend to get
the most attention. ServiceTraq further encourages customers
to rate the effectiveness of each article once it has been
viewed. The combination of the ratings, behavior analysis
and keyword terms allow ServiceTraq to deliver more effective
search results. The more the knowledge base is used, the more
effective the results become.
Customers can subscribe to knowledge
base articles, allowing them to receive instant e-mail notification
any time a specific article is modified. This allows a knowledge
base to go far beyond the traditional scope. For example,
a company might create an article dedicated to current employment
opportunities, allowing people to be automatically notified
whenever a new job opening comes up. More importantly, it
allows increased mind share for your company among your customers
with no extra effort on your part.
ServiceTraq encourages customers to send
articles to friends and associates. A simple click of a link
on every article will send an e-mail with a brief description
of the article. Instead of sending the full article in the
e-mail, the forwarded gets a link, which brings them directly
to your website to view the entire article.
ServiceTraq allows you to designate the
intended audience for each article. This allows you to create
articles intended for CSRs only, and public articles... in
the same database.
While an effective knowledge base can help
boost customer satisfaction, it can backfire if it is perceived
as the only simple way to get service. Customers need to know
that they can get a real person if they need one. For this
very reason, ServiceTraq is designed to guide customers to
humans (either through messaging, chat, and/or phone) when
they cannot get their answers from the knowledge base. It
is made clear that the knowledge base is a tool, while real
humans are available.
Shared on the Front and Back End.
The knowledge base is designed to be used
by both Customers AND CSRs. The same knowledge base is presented
in a different manner for each (for ease of use), however
the articles are shared. This allows a CSR to point customers
to the same resources they use themselves.