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Posted On: July 15, 2021


Knowledge base for support agents: Helps you increase CSAT by 60%

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Knowledge Base for support agents that can help in reducing AHT and Improving CSAT.

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The world of customer service is ever-expanding and faces new challenges every day. It is not an easy task to keep customers satisfied. Contact centers with knowledge management integration at contact centers can meet these challenges with ease. The major problem at the centers is adhering to all SOPs and getting information right for the final goal, customer satisfaction. To keep customers satisfied while adhering to the individual or organizational KPIs is a challenge that must be overcome at any cost. By using a knowledge base for support agents CSAT scores can be improved.

What is a knowledge base and 4 outputs that can help to increase CSAT?

A knowledge base contains all data or information stored on a single platform called a knowledge management platform. The knowledge management platform enables access to the knowledge base of different files. A knowledge base is beneficial to customer satisfaction in many ways. Let us look at few benefits of KM for CSAT.

1. Single source of truth

With a knowledge base software, any contact center employee can access information from anywhere as long as they have access to the data. All content that is seen on any touchpoint from the systems in the store to the self-service on devices is consistent and reflects just one single answer to the particular question.

A single source of truth makes customers find consistent information without confusion on the website when wandering on their own. If a customer happens to contact the contact center or a call center agent has all information on one platform, answers to various queries are present. Quickly finding information without delay wastes neither the customer’s time nor agents. It reflects that you value time a lot as an organization.

2. Interactive call handling methods

A knowledge base does not just have boring files of comprehensive information.  Content on a knowledge base platform can be stored in various formats. A part of knowledge management software like Knowmax involves features like decision trees. It is a uniquely interactive method to solve customer problems.

For example, A decision tree (a graphical tree that helps get to the following best action) can be deployed in a chatbot. Our knowledge base platform can be integrated with the chatbot making the customer feel like they are talking to a real agent.

3. Solution in preferred language

For a customer to communicate in a foreign language makes things lost in translation. It is crucial to understand the customer and the problem they have clearly before proceeding to the solution.

Knowmax’s knowledge base platform has multilingual options. The customer can seek solutions in the language they prefer with this feature of the knowledge base. Speaking or communicating with the customer in their preferred language helps resolve the problem and increases customer satisfaction.

4. First contact resolution

Customers do not prefer switching to different modes of communication or put through additional call transfers for a resolution. With knowledge management, you have all your information on a single platform. A knowledge base for support agents aims to break data silos that cause a delay in providing answers.

With data silos broken through access to the knowledge base through knowledge management software, answer your customers the first time they call or contact and close the complaint. Resolving problems, the first-time customer calls increase CSAT.

Case Study: 60% CSAT increase using Knowmax

One of our case studies includes the integration of Knowmax’s knowledge base for a delivery company. The well-known delivery company faced the following problems:

  • Dropping of SOPs due to difficulty adhering to SOPs.
  • High handle time increases support costs.
  • Agents did not have a single source of truth to refer to.
  • Simple errors leading to a decrease in customer satisfaction (CSAT).

What was Knowmax’s solution to these problems?

The solution to the problems stated above that Knowmax came up with is

How did deploying the Knowmax knowledge base helped?

Having a knowledge base for support agents has helped the company improve a lot of factors including CSAT.

Take a look at what they achieved through a knowledge base

  • After implementing Knowmax the delivery company has overcome the problems stated above with fruitful results.
  • There has been a 59% reduction in AHT.
  • Agent error was reduced by 48%.
  • CSAT improved by 60%

Conclusion 

Knowledge base powered by a knowledge management system by empowering agents improves customer satisfaction. A knowledge base is a perfect solution to many problems. However, positive results are seen only when knowledge bases are intelligent enough and have the adaptability to your customer service environment. Let your search for the perfect knowledge base end here, try Knowmax now!

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