Using a Knowledge Base As Part of A Customer Self-Support System

In a previous post, we talked about the rapid rise of customer self-support systems in helping to manage the customer experience. The post provided a general overview of the concept, as well as interesting statistic: that over half of customers will use a self-support system. Clearly, this is a grand opportunity for your business, so let’s look at different aspects of a self-support system, the first of which will be a knowledge base.

We’ve all seen knowledge bases on websites. These sites function as a FAQ of sorts where the most common customer support issues are addressed. Companies such as Amazon maintain them, as do a large number of technical companies. By using these, customers can get help to common problems, which frees agents up to handle more difficult tasks. The trick to having a good knowledge base is keeping it up to date. One suggestion is to have expiration dates on knowledge base articles, be it in the content calendar or some other form of meta-data. This forces your support team to check the articles to make sure they’re up to date. After all, a knowledge base isn’t much good if the articles in it are outdated. This holds particularly true if you’re running technical support, where technology and features are constantly changing.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree