With rising competition across various sectors in the e-commerce industry, making customer experience the key differentiator. A knowledge management platform helps in maintaining a unified information repository of different processes related to shipping, returns, item inquiry, and more. Making it the single source of truth; enabling support agents with finding the right information at the right time to resolve customer queries.
Knowledge management system is used to manage the inventory of the organization so as to keep all the information and data collected and stored at one place. Such a cloud repository can be accessed both by the agents and the self servicing consumers as well thus being a single source of truth. The increased rates of queries being solved by self-service reduces tickets for petty queries per agent considerably thus retaining the CTA traffic.
Knowledge management software is required to cloud update, and manage inventory. Consistent knowledge must be distributed over all platforms.
360° coverage about product on every touch-point is required. A robust knowledge base resolving all doubts through transaction ID strengthens organization’s C-SAT.
Long caller tunes and reduced FCR increases call time. Knowledge base must help agents navigate consumer to solutions.
Petty queries about order status and shipping address consume considerable time of agent. Self-service enablement thus delivers quick solutions.
When agents are unaware of the solutions or have to read through complex articles searching for solutions, it reduces their efficiency and quality
Single source of complete organizational data
Consistency across contact centers, branches & digital
Drive digital CX for customers as well as agents
Implement self-service portals & modules on all touch-points
Interactive decision tree software resolves complex queries and simplifies customer interactions through a series of questions accompanied by multi-choice type answers. This streamlined technical process for support teams and customers has a step-by-step intuitive workflow.
A ready repository of the organization’s knowledge can be created, filtered, updated, and accessed by the creator. The assignment of duties and responsibilities can easily be defined by the admin of the knowledge base. Since the knowledge uploaded is delivered on all touch-points, it is checked and approved by admin and super admin respectively.
It is the visual assistance that agents need while handling complex customer interactions. Picture guides ensures best for agents and users by allowing faster and efficient resolutions using images as a better tool as compared to words.
With Artificial Intelligence on your side, build virtual assistants for customer engagement. AI Chatbots are more efficient and reliable to enrich digital experiences and power human-like exchanges between customers and your services. Chatbots, intelligent enough to pose as humans, allow customers to get right aid at right time.
In a highly dynamic environment as that of insurance, the contingent forces are strong and require a specialized hand in the same. When a robust knowledge base is a given, the struggle for better performance no more remains a pressure.
With self service enablement, it becomes feasible for customers to decide the mode of help. Investors feel privileged when given an option to choose from; and what better than freedom from long and hammering call center ring tones.
The role of and operations supervisor is of inevitable importance as well. The query pertaining to a financial problem involves a lot of brainstorming resulting in an impatient caller. This caller if lost here, will be a customer lost from sale/investment counter too.
The onboarding of agents, in reality turns out to be one of the most crucial parts of recruitment. The agents with good communication skills are shortlisted and trained in accordance with organization’s workflow and knowledge aiming to achieve an even higher level of C-SAT & CX.
Majorly responsible for digital transformation of a company backed by robust strategy and planning; the efforts put into making of a website or an app engaging and interactive can reap conversions if it’s friendly and compatible enough for the search engine to crawl, read, and identify. As goes the popular say, “If it’s not on the first page, it just isn’t it.”
The consumers can reach out to you for both general and generic enquiry, help, and support through app, website, bot, WhatsApp, social media, text, and call 24×7. Any loophole evident gives a fair chance to consumers for degradation of CX and NPS. It is thus essential to prevent any decrease in agent efficiency, learning, and quality.