The basic idea behind a knowledge base is to automate customer support by organizing product support information into an easy-to-find, easy-to-access format. The knowledge base tools can be used by customer support personnel to find answers to common customer complaints, or can be put out on the web, allowing the customer to do their own searching. Some Knowledge base systems used in call centers are as :
- Inbound Call Center
- Virtual Call Center
- Call Center Outsourcing
- Call Center Consultant
- IVR Outsourcing
- CRM Solutions
- Direct Response Marketing
- Call Center Services
- Answering Service
- Political Call System
Features and benefits include:
- Reduces strain on Call Centres by resolving customer queries online
- Increases call centre capacity by reducing the number of incoming calls
- Improves customer communication channels by providing 24hr customer support.
- Knowledgebase of FAQs can be used by both customers and call centre operatives
- Enquiries can be monitored and trends identified
1 comment:
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