Knowledge Management

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30 Customer Service Metrics & KPIs To Track in 2020

Customer service has become a major differentiator to gain an edge over the competition. Customer expectations of service quality are also on the rise, with more and more clients becoming intolerant with brands that fail to meet their expectations.  In fact, 91% of dissatisfied customers leave brands without complaining, which means companies lose the opportunity...
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10 Benefits of Knowledge Base You Cannot Ignore

While shopping in a physical store, I personally do not like the store staff to tag along, every step of the way, while I am looking at the options.  Do you like this shirt? Would you like to buy this pair of shoes? Are you confused as to what to buy? As a customer, these...
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The Ultimate Guide to Create a Training Manual

Are you constantly answering repeated questions by employees? Are you facing employee churn and finding it challenging to retain employees for a long term?   Ever wondered as to what can be the reason behind these persistent problems? Think about it, and you might get a hint. In fact, if you analyze, ineffective or worse, lack...
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How to Reduce Customer Service Emails: Tips & Tricks

  Email usage in customer service is still rampant despite the emergence of self-service platforms, live chat, and social media. The influx of technology disrupted the email culture, but only to an extent, as it has not yet been wiped out completely. People take time to embrace and accept the shift, especially those who are...
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Knowledge Base – Your Go-To Marketing Tool

The Click Culture has made it extremely easy for people to self-serve, switch brands, and get everything they want in a snap.  In fact, it has given rise to the self-service wave, wherein people prefer to get things done on their own, without requiring external assistance. There is clearly a seismic shift in customers’ expectations...
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Digital Customer Service – The What, Why and How

So before we jump on to digital customer service, lets first decode what ‘Digital’ exactly means. When I asked this question to my colleagues, each of them had cooked a different definition based on their perceptions and experiences.  I won’t say they were incorrect. Instead, the definitions were both similar and different in various ways. ...
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How to Create Customer Service Training Manual With Free Templates

In a business environment where companies are competing on the basis of customer experience, providing excellent customer service has become a priority.  For businesses, customer service is a function that helps them establish a connection with customers. It is this experience that customers carry with them for a long time, inspiring them to write positive...
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Customer Knowledge Management Guide: Everything You Need to Know

Gaining a 360-degree view of your customers is no more a choice. Like it or not, but you have to push yourself to take a genuine interest in your customers, to serve them better and faster. For delivering unparalleled services and exceptional experiences to customers, you need to be well-versed with the likes and dislikes...
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Internal Customer Service: Best Practices You Should Adopt

The main role of customer service and support teams is to keep customers satisfied. But, as they focus on delighting customers, companies need to ensure that these teams are happy and energetic enough to do their jobs effectively and confidently.  Often, businesses focus more on improving customer satisfaction while paying little attention to employee satisfaction....
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Self Service Customer Support – Everything You Need to Know

The face of customer support is changing fast. Now more than ever before, self-service has become the new way of serving customers. Unlike decades ago, when people relied on support teams to resolve their issues, customers today are increasingly opting for the DIY (Do It Yourself) approach to get information. Calling the support staff is...
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