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Reduce response time with Google-like semantic search in knowledge base

11 mins read

Want to reduce response time at customer service channels like call centers or self-service portals?

Do you know one of the features of Google can help you achieve the same?

Continue reading for details.

We all remember what was it like to be young, don’t we? That age of 8-15 year old when we were carefree and not a single responsibility met us. Speaking of that golden age, do you also remember how you would lose a sock or a pencil; how you would turn your room upside down and still find nothing, but the moment your mother started to look, voila! It was right there, staring at you.

Similar is the case with your knowledge base! Whenever you need a piece of information you can never find it but the moment you stop looking, it is right there. As hilarious as it may sound while reading, the feeling of losing time and positive scores by the second is a frightening experience and need to be eradicated. When handling multiple complaints, it becomes difficult for an agent to remember the exact location of any document. However, remembering a signature excerpt from the document is always feasible.

The question of the hour is,

“How can Google helps agents reduce response time?”

Yes, it can. Type up a contact name from your smartphone in your search bar and you see that the name pops up. Your contact is not a popular Google search this pop up was a result of you syncing various apps and your mail ID together.

When you sync your knowledge management in a similar but more efficient manner, each solution, problem, use case, and help article is tied up to a context. This contextual knowledge is further tagged into categories and sub-categories which provide better visibility. Now, this entire information is compiled with a customer database, updated data, real-time analytics and insights, feedback, comment, rating, interaction history, communication logs, etc.

This all is uploaded on a cloud platform that shall now be programmed to display relevant results. The security is ensured through APIs, firewalls, and encryptions. Only authorized persons can see the data they are meant to instead of accessing all information uploaded.

Did the above mentioned paragraph pinch nerves to your brain?

Well, a Google-like elastic search result is automated and can process above-mentioned functions and much more in merely 3-5 seconds.

Top 5 hacks to make your knowledge base visible

The search bar is a shortcut for your audience. The moment they visit the platform, instead of searching around for the topic, they could just type the problem in. The roaming around is not carried by customer’s choice making the session long, tedious, and uncalled for. The search bar in the knowledge base should thus be bold enough to catch attention and must be placed in the first fold of the page.

2. Smooth UI

The user interface for a knowledge base should be easy and smooth. The visitor, be it customer or an agent thus can find the divisions like categories, forms, sub-categories, etc. A guided tour can help them get engaged despite getting the resolution delivered at once. The tips and aids from experts and a follow-up add to user’s convenience.

It is perfectly understandable if your customers find some issues with your knowledge base. Use the feedback responses to figure out top queries and mend the issue. Once the user visits again and finds the issue corrected and other amends making usage easy, your knowledge base and brand are both going to gain visibility.

3. Content segmentation

A nicely tagged and segmented section of content directly and positively impacts the findability of knowledge base. Google uses elastic search results with help of crawlers and bots that can find a list of all related content and keep filtering them by each letter you type in. You should be amazed to know that with a good knowledge base software, you too can deploy search by the text service.

4. Emphasize on title

The importance of a good title is not just in getting attention but in getting attention of your target audience. If you are writing a help article to activate your credit card and the title you chose is, ‘How to remove flaws from your banking services?’ well hardly any view shall get you benefitted. Those who read your article would leave before they get to second paragraph and those who are looking for a credit card issue support, well; they shall never even reach near the solution with such a title. The title of a solution FAQ, grid, decision tree, or video must always

5. Contextual knowledge

Imagine you are in a supermarket. You have all the products you need and beyond. The only challenge you shall be facing here is that entire stock is piled up on the floor in the middle for the people to come to search and pick freely whatever they need, pay for it, and check out.

Was this a place you would revisit even in your imagination?

The moment you had read ‘supermarket’ you imagined shelves and organized goods on display by quantity, customer preferences, quality, section, etc. Similarly, each time your knowledge management software is accessed by anyone, they want a sorted page, a clear head bar, tutorial mode for a short tour, etc. To deliver all of this is not even tough. The content created should be optimized and must be tagged. The section and category must be pre-decided. Each piece of content must be published only as contextual knowledge.

All your users need to do after is merely enter the knowledge base in a cloud format as a central repository serving all relevant articles in a layman’s language facilitating understanding and easy navigation from a  point of problem to a point of solution avoiding as many bumpers as possible and mending others soon after.

In conclusion

Maintaining a knowledge management system is largely a part of customer support. Neither marketing nor branding department needs it directly. However, a vigilant enterprise shall always be able to connect the dots between customer satisfaction, agent satisfaction, and SLA adherence. It is easy to generously accept your mistake when pointed out and correct it over having an argument proving yourself right. Train your agent in tactful handling of customers encouraging them to go online and search for solutions without making it look like a delay or postponement.

Another bold step that could be taken is to remove your customer service contact from the primary fold of the customer support page. Put your social media handle, website/app link, or mail address to be contacted. Removing the contact number helps in progressively deviating petty queries to self service platforms for users to independently search and execute solutions.

However, an important aspect of creating a visible and satisfactory knowledge base is to keep it proactive. Assign a query to an expert as soon as a customer renders it unsolved through automated channels and make sure the ticket doesn’t get tossed from one desk to another but is closed as soon as possible.

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