Self Service and Knowledge Base
What if your customers could find answers on their own, and you could reduce call center volume? Self service knowledge base management of Knextep can do that!
Today’s consumers adopt new technology quickly, they have different expectations than previous generations. Consumers now have access to a wealth of information on the web. So your customers want the solution not as soon as possible, they want it now!
Keep up with the tech-savvy customers
Modern customer service demands a right connection between digital developments and tech-savvy customers. Not surprisingly, these customers are trying to avoid conversations and find their answers in autonomy. They start with searching your solutions online, not calling you at first. Companies are also interested to take this opportunity and provide software tools that can improve the customer satisfaction and reduce the number of calls to the call center.
How to use Self Service Knowledge Base feature of Knextep?
Building up your knowledge base through an easy to use Knextep interface is the best way for you to close the gap between customer’s questions and your answers. Knextep learning engine will reuse your experiences and knowledge base to provide them with the best advice. Thus, customers can self-solve their issues or agents can achieve higher first contact resolution.
Customer can search knowledge base for a ready to use solutions.
With the self service knowledge base management feature Knextep learns from users’ experiences and converts them into hints as knowledge base items. The system uses algorithms to analyze keywords and letters to understand what was the issue about. And then it relates the issue with your behaviours and decisions (the issue category you selected, the workflow you initiated etc). After these learning database became mature, it is ready to provide you the hints.
Embrace Self Service Motto: “If you want it done right, do it yourself”
- Customer can search knowledge base for a ready to use solutions.
- Customers may submit new issue (complaint, request, suggestion etc.)
- Customers can track their previous issues.
What are the benefits of the Self Service Knowledge Base inside Knextep?
The advanced feature of Knextep helps customers find their solutions quicker, but also empowers agents with the right information.
Knextep’s self service knowledge base feature allows you to:
- Support your customers find quickly the answers they need,
- Lower your costs, increase your company’s online presence,
- Save customers as well as your time from answering same all questions,
- Keep increasing customer satisfaction, generating leads and grow your business.
Knowledge Base for Customers, Partners and For Your Staff
- A well categorized knowledge base which is capable of storing and presenting texts, documents, presentations, videos, and links to help to resolve related issues.
- Each knowledge base title can be associated with other knowledge base items.
- Users may score knowledge base items for better feedback.
- Users with necessary privileges can create knowledge base items or let Knextep to turn your experiences to knowledge base items automatically.
How can I get?
Your customers need to solve problems themselves, so let them with the best customer service software Knextep. To learn more about the Knextep and the features, contact us.