Knowledge Base is a must for an ideal Help Desk

Blog | 23 Feb. 2020

Recent statistics shows that 75% of customers intend to use the self-service as initial method to address their problems. Not surprisingly, customers are trying to avoid interactions and find their answers in authonomy. Companies are 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, with a reduction of the cost of the customer support.

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next4biz satisfies this requirement by providing a Knowledge Base tool that:

Supports the traditional service of the customer care representatives by providing guidelines, how-tos, and all the necessary documentation to manage any type of request.
Offers rating instruments to quickly understand what the best solutions or help are. Customers will feel that SelfDesk is a powerful instrument to save time, if properly used.
Matches simplicity and intuitiveness because it’s tailored to a wide range of customers and built following their suggestions.

From the Customer’s perspective, SelfDesk is the fastest way to get the right answers at the right time

When we have questions about a product or a service, the first thing we do is to browse the internet and try to find the answers we need. We feel lucky when we can find an online repository of cases close to our situation with their corresponding resolution. In this way, in a short time, we can solve our problems without asking for help from anybody.

If you adopt next4biz Customer Service, you will be able to publish a list of cases, FAQs, and announcements where everybody can search autonomously for their answers or discover the new promotions and any changes in the services offered.

From the agent’s perspective, the Knowledge Base is the internal Wikipedia

Call center agents are in the battlefield answering any type of requests from customers. In order to provide support, they need to be facilitated by a repository of best practices, manuals, procedures, and past experiences.

This internal “Wikipedia” is offered by next4biz with the purpose of centralizing the knowledge that can be dispersed in the organization silos, increasing efficiency and information retrieval through full-text search.

Gürkan Platin

Gürkan Platin, a graduate of Hacettepe University Management and Organization, worked as a manager in various positions at Mensan, Citibank, Garanti Bank and Credit Registration Bureau, respectively. Platin has been blogging since 1996 and his articles are published in various national and international publications.

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