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It is the only way in which the tools that are part of this system, such as the help center, are continuously fed with new knowledge. However, you must also guarantee the quality of the content that is going to be shared. As each person works in a different way, a good idea is to create a base or frame of reference in which your collaborators can fix when creating new documents, publications or articles ., which will help customers have a better experience. ? Knowledge management helps to optimize end-to-end processes and interactions between agents and customers on the customer's journey.
According to research by Slack , in fact, 70% of companies anticipate improving their productivity by at least 20% thanks to knowledge management systems . Among its many benefits, knowledge management allows you to: Accelerate access to information , by providing the appropriate channels and tools for collaborators and clients to obtain any knowledge of their interest. Facilitate decision Phone Number List making , since it provides businesses with the precise and complete information they need from their customers, products or services, the industry, etc., to propose strategies that improve future results. It improves the customer experience , providing them with various methods of accessing the information they require to attend to their needs and problems.
Instead of relying on an agent to reach any solution, the consumer has self-service tools with which they can take charge of their affairs. 3 examples of knowledge management software 1. Help Center Studies show that 81 % of customers try to resolve any problem or situation themselves before turning to a service agent . To address this reality, help desk software emerges , which is nothing more than an intelligent knowledge base that customers can turn to at all times. With the help center, customers can experience the value of self-service and get the information they need on their own on the company's website or app. It's a convenient implementation because agents are provided with team publishing tools , which allow them to build the knowledge base and share posts with answers to frequently asked questions from.
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发表于 2023-4-17 13:59:31
