A capable support center is one of the pillars of a successful business. Customer satisfaction is what maintains loyalty, and trust in your brand, so it is important to improve on this front whenever possible. Thanks to the available technology, it is possible to have a superior customer service without too much trouble, provided that you adopt the latest available technology.
One type of tool that can be really useful in this department is definitely knowledge base management software. Here we will list five reasons why a knowledge base is such a huge benefit for your support center, and how it helps you enhance the quality of your service.
Access anytime, anywhere
The first advantage you can enjoy is an extreme increase in flexibility or availability. Of course, there are some conditions that need to be met before you can always have unlimited access to your knowledge base. The first one is that the device you are using needs to have internet connection. Second, you need to have an online database. Considering that most of these tools have apps available for smartphones, and that they are cloud-based, all of these conditions are easily met.
Once you have the tools installed, you can address any customer complaint or issue, and fetch the necessary information you need to resolve the problem. This is possible even if you are doing your job from a different location. Also, the database should be searchable to it more convenient for both employees and customers to find the information they are looking for.
It is also possible to get a management system with a built-in live chat feature, which allows users who shop online to contact you immediately while they are browsing your website.
Everything in one place
Another advantage of using a cloud-based knowledge management system is a vast gain in storage space. You can store all of your documents online, and it supports all the different formats you usually use. This is the perfect option if you need a place to store your backup files, since the data is encrypted and secured. Moreover, if you are afraid of data theft from within the office, there is no need to worry since, as the owner, you have the authority to manage who has access to which file.
As far as customer support is concerned, you can create an online environment where your team members have everything they need to do their job effectively. FAQ pages that are accessible to both users and employees. Articles, videos or infographics that can be easily fetched and used to help the support center provide customers with answers to their questions.
Furthermore, you can use this space to store a training program for your staff. This also allows them to access the online course at any time and learn more about the product and the company’s policy, thus improving their knowledge.
Community and relationship building
Knowledge management tools can be used in conjunction with website or other tools, and help you keep track of all register users. In other words, you can get valuable information on your users, such as where they live, their gender, their purchase history etc.
This gives you the opportunity to create a better and more meaningful experience for your users on the individual level. In essence, it makes up-selling and cross selling much easier, and it improves a user’s shopping experience, since they are immediately presented with products they are primarily interested in.
Curtailed customer tickets
Here is one of the major advantages that is specific to the customer support team. Thanks to the knowledge base tool, you can create a system that will eliminate the need for users to call you and explain their problem over and over again, until they are patched through to the support team member who is right for the job.
You can have a ticket assignment system that allows users to select the type of issue they are experiencing, and the ticket is sent to the corresponding team member, who can immediately step in.
This kind of approach allows you to eliminate the needlessly long customer queues, it helps you resolve problems faster, and it results in more satisfied customers, which makes you come across as a highly reliable provider.
Less burdened work force
Finally, it makes the job of your employees a lot easier, so you are not just getting this software to have satisfied customers. These tools make it possible for your staff to work from anywhere, and it helps them handle any issues a lot quicker.
Additionally, with well-optimized helpful content on your website, users can resolve most of their common problems by simply relying on textual instructions or videos. This gives your support team more space to breathe and to focus on users who are experiencing more serious issues.
This helpful content can be easily updated and altered to improve its efficiency, thus you will gradually work towards a database that allows users to get a resolution with minor interference from customer support. Having this option is really important once your user base starts to expand, as you won’t have to hire new employees to handle a larger number of users.
As you can see, there are some strong benefits you can reap, if you adopt this new technology. There are many more perks if you use the integration features and other knowledge base tools that exist. You can track time, do tax returns, and even manage content on multiple platforms, as long as you use the right software. So, improve the efficiency of your customer support team right now by picking a reliable knowledge base for your line of work.
