Improve Customer Satisfaction Ratings — Knowledge Base
Is your Knowledge base up to date?
90% of incoming requests are all the same, so if your knowledge base covers the answers to these 90% incoming requests, your clients can help themselves and thus reducing incoming requests, thus reducing agent time, thus saving you money.
The importance of having a well documented Knowledge Base.
That’s it! You can close this article now, but I’m hoping you will read the rest too. Haha.
The Knowledge Base
Having a well documented Knowledge Base is no easy task. You need to have your business very well documented in terms of product technical documentation, sales, distribution, internal processes etc.
Reducing agent time
A client enters your Help Desk (or Guide or Help Center) they browse your Knowledge Base and they find relevant articles to fix their problem. They can even give you feedback if the articles were helpful or not. You can have AnswerBot installed which uses a deep learning AI to give the most relevant suggestions to the incoming requests. AnswerBot analyses the contents in the requests, scans for keywords and presents requesters (end-users) with articles from the Knowledge Base as a suggestion to solve their inquiry. Some companies proud themselves with a 25% resolution average from the total number of incoming requests from using AnswerBot. This can obviously work with a well documented Knowledge Base.
How AnswerBot works:
When a customer contacts your business, Answer Bot steps in to help — scanning the text to understand what your customer needs. It will suggest relevant articles to address the issue at hand and works across various channels like web, mobile, and Slack, and even has an open API.
Answer Bot works in multiple languages and uses its powerful deep learning model to find the most relevant articles. It suggests them to the customer while they wait for a response from a human agent.
The customer reviews the articles and if an answer is found, they can mark their question as answered. The ticket is now solved. Yay!
If a customer still needs help, their question would be answered as normal by an agent. Feedback is automatically collected to improve future suggestions.
Reducing incoming requests
Clients can browse the Knowledge Base and find answers to their requests
You can display related articles based on the topics that clients are browsing
When a client is sending in a request, display relevant articles to what is being typed in the subject line
AnswerBot
To give you some examples, my clients over at Made.com — View their Request Page or Swiftkey — View their Request page and see how we’ve set it up to serve relevant articles for the topics that the end-users want to get in touch for.
I talk more about how to divert incoming tickets here.
You can reduce the number of your incoming requests by 50%. Imagine how much time your agents spend, and how much money you can save for the company 😍 🚀💰
Happy Clients
The better your knowledge base is, the more possibilities of requests being dealt with automatically. Wouldn’t that be nice?
Do you want to chat with me? I don’t bite, darlings, so say hi@dominiccx.com
Until next time 🤜🤛