Comm100

OCTOBER 17, 2023

Knowledge Bases : A centralized repository where customers can search for and find answers to frequently asked questions. Analytics and Reporting : Gather data on customer interactions, identify trends, and make improvements based on insights. They can handle basic queries, guide users, or escalate issues to human agents.

Software 183

Software Chatbots Customer Service Knowledge Base 183

Bold360

NOVEMBER 25, 2019

Ovum reports that agents today are facing increased complexity. The biggest pain point is a gap in knowledge. Often agents have difficulties accessing information, and they lack a knowledge base to leverage for quick answers. The Importance of Training and Knowledge. Leveling Up to Solve Complexity.

Knowledge Base 40

Knowledge Base How To First Call Resolution Call Center 40

AWS Machine Learning

FEBRUARY 8, 2024

You can now use Agents for Amazon Bedrock and Knowledge Bases for Amazon Bedrock to configure specialized agents that seamlessly run actions based on natural language input and your organization’s data. Knowledge Bases for Amazon Bedrock provides fully managed RAG to supply the agent with access to your data.

Knowledge Base 128

Knowledge Base Insurance Policies Groups 128

Comm100

MARCH 20, 2024

Similarly, in Canada, the Edelman Trust Barometer reported a drop in public trust in government, falling from 53% in 2020 to 49% in 2021. By embracing tools such as live chat, chatbots, and knowledge bases, governments can take meaningful steps toward rebuilding public trust. You can read the full story here.

Government 189

Government Communication Self Service How To 189

InMoment XI

MAY 4, 2022

Employee Benefit Trends Study , which reported that employee loyalty was at a 3-year low. Develop tools that allow employees to quickly look up the answers to common problems, share best practices and solutions with each other, and contribute to the company’s knowledge base. Metlife had similar findings in its 2011 Annual U.S.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

AWS Machine Learning

FEBRUARY 19, 2024

One way to enable more contextual conversations is by linking the chatbot to internal knowledge bases and information systems. Integrating proprietary enterprise data from internal knowledge bases enables chatbots to contextualize their responses to each user’s individual needs and interests.

Knowledge Base 104

Knowledge Base Chatbots Conference Data 104

Kustomer

JANUARY 8, 2024

Some Zendesk customers have reported they make it very hard for you to cancel once something goes wrong, plus you’ll be dealing with unresponsive customer support. Having to create queries for reports as opposed to just selecting the fields you want on the report is confusing.”

Self Service 97

Self Service Multi-Channel Omni-Channel Knowledge Base 97

Kayako

MAY 13, 2022

Three different channels for self-service that are critical for the customer service eco-system: Help Center: a knowledge base where customers can search and find answers to questions and learn how to solve their issues, like updating an account or reviewing return policies. Content for the Customer Self-Service Portal.

Self Service 275

Self Service Knowledge Base e-support Policies 275

CSM Magazine

AUGUST 20, 2023

In today’s fast-paced legal landscape, analytics and reporting have become a game-changer for law firms and legal organizations seeking to stay ahead of the competition. Improved Productivity: Automated reporting features enable lawyers to generate reports quickly, saving time and improving overall productivity.

Analytics 52

Analytics Report Software Measurement 52

Uniphore

AUGUST 6, 2021

Antiquated knowledge bases and hit-the-ground-running onboarding practices continue to frustrate contact center workers, hindering customer interactions and fueling employee disengagement and attrition. Chief among them: manual knowledge bases that required agents to memorize thousands of pages of policies and procedures.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

Team Support

APRIL 12, 2024

Implementing Self-Service Support TeamSupport’s unique Knowledge Base allows businesses to develop and maintain a centralized supply of guides, tutorials, FAQs, and general support resources. Powered by AI, this customizable asset can suggest relevant articles based on the demand.

Self Service 52

Self Service Knowledge Base Resources Technology 52

Alliance by IFS

FEBRUARY 14, 2019

Centralized Knowledge-base. Chat bot users are 32% more likely to have a centralized knowledge-base of product/service information that chat bots can query based on customer input. The post [Report] Are Chat Bots the Future of Service? times greater YoY revenue growth. Improve customer profit margins by 2.3

Chatbots 80

Chatbots Report Contact Center Knowledge Base 80

TechSee

MARCH 5, 2020

A report by HDI shows that when call center agent utilization rates approach 60–70%, the contact center will experience high attrition because they are pushing the agents too hard. Sharing the Knowledge. A knowledge base is one of a call center’s most valuable assets, yet most are plagued with poor usability.

Call Center 145

Call Center Tools Knowledge Base Contact Center 145

GetFeedback

MAY 17, 2018

Zendesk explores the ins & outs of modern service in their latest report. 91% of consumers will use a self-service knowledge base if provided. On the other hand, a great knowledge base full of helpful content can empower your customers to find answers themselves. Here’s a quick look at a few findings.

Customer Satisfaction 207

Customer Satisfaction Omni-Channel Self Service Knowledge Base 207

GetFeedback

AUGUST 16, 2018

You may learn that customers find your knowledge base tough to navigate or that specific channels create more frustration in general. If you’re using GetFeedback for your NPS survey, you’ll get an automatic summary report with a visual histogram, like the one below. Knowledge Base Article Helpfulness.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Eptica

OCTOBER 16, 2018

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. That’s why here at Eptica we provide comprehensive reporting functionality as part of our customer experience platform. Published on: October 16, 2018.

Report 68

Report Average Handle Time Self Service Contact Center 68

Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for? That’s simply too much time and a large portion of the blame lies with poor knowledge base management.

Self Service 130

Self Service Customer Service Management Knowledge Base 130

Comm100

DECEMBER 1, 2017

CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. Out of the organizations surveyed for the report, 49% generate over one billion dollars in annual revenue, and 72% have multiple contact center sites.

Contact Center 104

Contact Center Report Customer Journeys Customer Centricity 104

Kustomer

JULY 1, 2020

It comes as no surprise that the vast majority of respondents reported a need to be more efficient. A total of 92% of organizations say more efficiency is needed, but 51% also reported that there is a greater need for efficiency than a year ago. The Efficiency Mandate.

Report 52

Report Self Service Policies Tools 52

Comm100

OCTOBER 26, 2022

Customer service software like Comm100 Live Chat can help facilitate the tracking and reporting of agent responses through tools like Service Level Agreement (SLA) policies. With detailed reports available from digital channels around support resolutions, organizations can work toward continuous improvement. Self-serve options.

Customer Service 130

Customer Service Policies Knowledge Base Social Media 130

TechSee

JUNE 2, 2020

According to the United Nations’ 2019 World Population report, by 2050, 1 in 6 people will be over the age of 65, up from 1 in 11 in 2019. In fact, Field Service News reports that 73% of organizations have identified an aging workforce as a potential threat to their field service operations. Visual knowledge base.

Knowledge Base 109

Knowledge Base Training Groups Report 109

AWS Machine Learning

SEPTEMBER 28, 2023

Enterprises today face major challenges when it comes to using their information and knowledge bases for both internal and external business operations. Although enterprise knowledge bases have, over time, improved the customer experience, they can still be cumbersome and difficult to use.

Knowledge Base 104

Knowledge Base Chatbots Self Service System 104

Team Support

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants.

Knowledge Base 105

Knowledge Base Leadership eBook System 105

Kustomer

JANUARY 7, 2024

Knowledge base for self-service : With a comprehensive knowledge base customers can find answers to their questions on their own, reducing the load on your support team. Zendesk offers a comprehensive knowledge base and ticketing system, which is what they’re most famous for.

Omni-Channel 97

Omni-Channel Self Service e-support Knowledge Base 97

Team Support

APRIL 3, 2024

It integrates with prominent client support features, including robust ticket management, collaborative environments, advanced reporting and analytics, task automation, and numerous other capabilities. Advanced Reporting and Analytics TeamSupport allows you to make data-driven decisions by providing real-time reports and trend analyses.

Self Service 52

Self Service Omni-Channel Social Media Knowledge Base 52

TechSee

OCTOBER 9, 2018

According to a report by Pew Research Center , 85% of Millennials say they use social media. Microsoft’s State of Global Customer Service Report states that 47% of Millennials have used social media to complain about a brand’s service. Some specialty solutions include Knowledge Owl and Happy Fox. Self-service platforms.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

Team Support

DECEMBER 8, 2023

Outline the essential features you require, such as knowledge base capabilities, live chat, omnichannel support, and integrations. As your customer base expands, your support needs will likely evolve. Reporting and Analytics Data-driven insights are crucial for optimizing your customer support processes.

Software 105

Software Omni-Channel Social Media Analytics 105

Kustomer

JULY 1, 2019

Kustomer’s product and engineering teams round out June with the release of new reporting capabilities, enhancements to chat and email channels, and more. Introducing New and Improved Report Exporting. See our Knowledge Base Article for more details.

Report 40

Report B2B Knowledge Base Analysis 40

Comm100

NOVEMBER 8, 2018

Knowledge base. According to a 2012 Aberdeen Group Report , companies that use live chat save up to 50% or more on support costs versus other methods. By taking full advantage of live chat’s routing capabilities , integrations , and comprehensive reporting , businesses can increase efficiencies while decreasing support costs.

Communication 127

Communication Social Media Knowledge Base Chatbots 127

Clarivate

DECEMBER 27, 2023

Our sustainability report is full of real-life examples of how we help our customers, colleagues and communities, with transparent, data-driven results and real insights on where we need to focus moving forward. At Clarivate we put sustainability at the heart of our business goals. With over 7.4

Government 105

Government Innovation Knowledge Base Culture 105

TechSee

JULY 21, 2020

This can be accomplished in several ways: Shared knowledge base. When technicians or agents capture visual records of each visit or interaction, a visual knowledge base is created and can be shared between departments. A visual knowledge base enables any agent or technician to instantly become an expert on any issue.

Knowledge Base 136

Knowledge Base Contact Center Case Study Customer Centricity 136

Talkdesk

DECEMBER 22, 2020

The G2 Winter 2021 Report is out! ?? And we’re proud to tell the world that Talkdesk placed number one in 18 reports, one more than in the G2 Fall 2020 Report. ??. Best Contact Center Knowledge Base. Just before wrapping up 2020, we have yet another reason to show appreciation for our customers. out of 5 stars. ??

Contact Center 139

Contact Center Knowledge Base Call Center Software 139

SurveySensum

OCTOBER 17, 2023

5) Yes No 24/7 (Live rep), Phone Support, Email/Help Desk, and Knowledge Base Typeform Starting at $29 per month 4.5 (5) 5) Yes Yes Email/Help Desk, FAQs/Forum, Chat, and Knowledge Base UserReport Starting at $25 per month 4.5 (5) It enables users to create detailed and customized reports. No more manual coding!

Feedback 52

Feedback Tools Management Knowledge Base 52

SurveySensum

OCTOBER 12, 2023

Some of the drawbacks include limitations to running two different surveys at the same time, the dashboard being too complex, issues with building reports, no options to automate reports, text analytics being difficult to understand, and many more. Here’s a customer review talking about this limitation.

Comparison 52

Comparison Knowledge Base Gamification NPS 52

Team Support

APRIL 11, 2024

By leveraging technology, agents can escalate chats to subject matter experts, share knowledge base articles, and collaborate to determine the best course of action and reach resolution. Additionally, TeamSupport’s robust reporting capabilities give insights into performance, customer satisfaction levels, and agent productivity.

Self Service 40

Self Service Multi-Channel Knowledge Base Strategy 40

Team Support

JANUARY 22, 2024

TeamSupport customers have reported up to a 50% increase in capacity by leveraging workflows and automation. For example, instead of having your agent answer the same relatively simple questions over and over, a bot can detect these types of queries and direct the customer to a helpful knowledge base article.

Customer Service 59

Customer Service Knowledge Base Exceptional Customer Service B2B 59

Magellan Solutions

OCTOBER 6, 2023

Have a Centralized Knowledge Base Inbound customer support service relies on a consolidated knowledge base as its foundation. Benefits : Consistency in Service Quality : A centralized knowledge base allows all support staff access to the same information. It produces consistent and excellent results.

Knowledge Base 52

Knowledge Base Customer Satisfaction Tips Loyalty 52