Eptica

JANUARY 6, 2023

You might also be interested in these posts: 10 top tips for a winning customer service knowledge management system. Categorie(s): Trends and Markets Best Practice 2023 promises to be a challenging year economically, directly impact customer service teams. Tags: Customer Service Categories: Trends and Markets, Best Practice.

2022 124

2022 Blog Customer Service 2023 124

GetFeedback

AUGUST 16, 2018

You may learn that customers find your knowledge base tough to navigate or that specific channels create more frustration in general. Ultimately, the more time you put into your knowledge base, the more support cases you’ll deflect. Knowledge Base Article Helpfulness. Why is knowledge base article helpfulness important?

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Metrics Measurement Net Promoter Score Customer Service 199

Eptica

MAY 20, 2020

Date: Wednesday, May 20, 2020 Author: Steve Nattress The impact of knowledge on current customer satisfaction. In the current crisis, its importance has deepened even more - knowledge is vital to delivering seamless, reassuring customer service that meets changing consumer needs. Published on: May 20, 2020.

Customer Satisfaction 127

Customer Satisfaction 2020 Consumers Banking 127

Totango

MAY 13, 2022

During the onboarding process, several categories of tools can help you engage customers as they learn how to use your product and encounter frequently asked questions. Some of the most important tool categories and representative providers include: In-app guides: Whatfix. Customer support: Zendesk knowledge bases.

Customer Engagement 103

Customer Engagement 2022 Engagement Return on Investment 103

Help Scout

JULY 29, 2021

Having a knowledge base full of how-to articles and answers to frequently asked questions empowers your customers to find their own solutions to the problems they’re encountering. Knowledge base content also shows up in search results and helps boost SEO.

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Document Article Telecommunications Brands 142

Gainsight

APRIL 9, 2024

Traditionally, we think of community within three distinct categories: Personal, Business, and Customer Relations. All of these categories require a different ‘version’ of ourselves in order to effectively build a community. We believe that community brings a sense of belonging to our customers.

Connections 52

Connections Chief Customer Officer E-support Events 52

Chadwick Martin Bailey

MAY 20, 2020

In a research-heavy category, like TVs for instance, it’s obvious that you need to measure, dig into, and understand the experiences along a consumer’s journey (the Trigger, Discovery, Evaluation, and Purchase phases). What about a category like fashion? In some categories.

Fashion 104

Fashion Consumers Measurement Engagement 104

Eptica

JULY 8, 2022

Date: Friday, July 8, 2022 Author: Pauline Ashenden - Demand Generation Manager Why knowledge management is essential for your contact centre. Author: Pauline Ashenden - Demand Generation Manager Knowledge is now more important than ever for effectively dealing with customers’ queries in the contact centre.

Management 71

Management 2022 B2B Blog 71

Eptica

OCTOBER 14, 2022

You might also be interested in these posts: 10 top tips for a winning customer service knowledge management system. Categorie(s): Best Practice If customers are kept waiting too long to speak to an agent, the chances are they’ll become frustrated and just hang up, potentially impacting loyalty and revenues.

2022 71

2022 Loyalty Blog Article 71

Eptica

NOVEMBER 26, 2021

Categorie(s): Best Practice Outsourced customer service providers make up a significant part of the overall customer service sector – and globally this part of the market is expected to grow by $14.05 Share this page on: Tweet. You might also be interested in these posts: The secrets to driving up First Contact Resolution rates.

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2025 Customer Service 2021 Blog 121

eGain Blogs

JUNE 24, 2022

In addition, seven eGain clients were ranked #2 and five clients #3 in many other categories! These awards come on the heels of the Knowledge Reality Award, conferred on BT by the prestigious KMWorld magazine for creating transformational business value from modern knowledge management. We win when you win!

Consumers 87

Consumers Airlines Magazine Transportation 87

Eptica

JANUARY 13, 2023

Find out by reading our latest blog post on our parent company Enghouse Interactive’s website.

Call Recording 105

Call Recording 2023 2022 Blog 105

BirdEye

MARCH 22, 2024

Steve Wiideman at Birdeye View session for Growing on Google Google My Business description examples According to Google, the guidelines for the best Google Business descriptions are as follows: You must mention the business category, target location, and service area, if applicable. Schedule your appointment today !

Events 59

Events Multi-Channel Demo Sales 59

Eptica

JULY 2, 2020

Your value will be not what you know; it will be what you share, Ginni Rometty, IBM Excellent customer service starts with accurate, comprehensive knowledge. (More about Bill Gates ) 4. It is therefore vital to make it easy for customers and staff to access and share information if you want to succeed. More about Ginni Rometty ) 5.

Customer Service 142

Customer Service Customer Centricity 2020 Innovation 142

Retently

JULY 4, 2023

By tracking your business’ NPS, you gather full knowledge of its strengths and weaknesses. Sort feedback to learn what your clients like the most If you have an active base of more than 100 clients, you can sort their feedback into categories to learn what they love the most about your service.

Net Promoter Score 158

Net Promoter Score NPS Multi-Channel Feedback 158

Magellan Solutions

JANUARY 22, 2024

Types Of Strategic Outsourcing Depending on the nature and scope of the outsourced functions, there are different types of strategic outsourced business solutions, such as IT outsourcing, customer service outsourcing, expert knowledge outsourcing, legal process outsourcing, and HR outsourcing. TALK TO US!

Technology 52

Technology 2022 Communication Customer Relationship Management 52

Retently

MARCH 18, 2024

Customer service surveys generally include four main categories of questions: Agent-specific questions : These help assess the performance and behavior of individual customer service agents. These categories of service questions are not mutually exclusive and can often overlap.

Customer Service 139

Customer Service Net Promoter Score Customer Service Representative NPS 139

SurveySensum

JANUARY 5, 2024

Their insights revealed a surge in “workout plans” and “nutrition tips” queries on their knowledge base. But the challenge is – How do we gather these VoC insights from the knowledge base? Integrating these findings into knowledge base optimization ensures a more responsive and user-centric platform.

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Insights E Commerce E-support User Experience 52

Talkdesk

DECEMBER 22, 2020

We’re also thrilled to announce that we lead the Contact Center as a Service (CCaaS) industry in six categories: Best Contact Center Operations Software. Best Contact Center Knowledge Base. Best Telecom Services for Call Centers Software. Best Auto Dialer Software. Best Speech Analytics Software. out of 5 stars. ??

Contact Center 139

Contact Center 2021 2020 Call Center 139

Customers That Stick

MARCH 24, 2021

In this report from Forrester, you will learn how to prioritize CX efforts based on three categories: business, customer, and feasibility.

2020 78

2020 Customer Service Management Customer Experience 78

Kustomer

JUNE 24, 2022

Seamless self-service has become the new standard, which is why we’ve invested in expanding our Knowledge Base capabilities. Kustomer is thrilled to announce the launch of Portal, a one-stop shop for both agents and customers, purpose-built to increase agent productivity and streamline self-service for customers. What is Portal?

Article 98

Article Customers Customer Service Brands 98

Eptica

JULY 8, 2020

Demonstrating the need, 58% of UK consumers questioned during the pandemic in Eptica’s 2020 Knowledge Study said they wanted reassurance around areas such as opening hours, delivery timescales and stock levels. So how can brands deliver consistency? Here are four important areas they should focus on.

Customer Experience 111

Customer Experience 2020 Banking Consumers 111

Clarivate

OCTOBER 31, 2023

Due to lagging recognition, China’s annual average Category Normalized Citation Impact (CNCI) initially appeared to decline. Although China still has relatively more papers in impact categories below world average, it is now publishing as great a proportion of its research as the U.S. in 2018 to 21.9% Some noteworthy trends emerge.

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Eptica

APRIL 16, 2021

Based on our experience we’ve outlined four key areas to focus on, from keeping knowledge up-to-date to increasing the use of self-service and chatbots. Categorie(s): Best Practice How can contact centres successfully deal with a rising volume of customer calls, delivering efficient, effective and fast service?

Customer Satisfaction 72

Customer Satisfaction 2021 ROI Article 72

Help Scout

APRIL 27, 2021

Dedicated software features like workflows , tagging , knowledge base integration , saved replies , and more give your team more time to spend helping customers and less fighting their tools. Many systems will handle more than one of the categories above — or offer feature sets that blend between categories. time to resolution.

Customer Service 105

Customer Service Omnichannel Communication Customers 105

Zonka Feedback

OCTOBER 1, 2022

These metrics help you segment your feedback data into various categories. For instance, NPS survey responses can be divided into three categories, viz., Like metric survey data responses are divided into categories, you should divide all the feedback data into different categories so that you can take appropriate action on them.

Feedback 96

Feedback Social Media Roadmap Customer Satisfaction 96

Eptica

NOVEMBER 6, 2020

Categorie(s): Trends and Markets Thanks to the pandemic this year the Christmas shopping season will take place increasingly online, with consumers embracing ecommerce, many for the first time. Learn more by reading the full post on our parent company Enghouse Interactive’s website. Share this page on: Tweet.

2020 83

2020 ROI Consumers Blog 83

ShepHyken

SEPTEMBER 8, 2021

As knowledgeable as they might be, they are rude and have a communication style that often comes off as disrespectful. . I believe these, and other reasons in the book, fall into the category of common sense. Well, there you have it. Three reasons that customers might terminate their relationship with you.

Books 163

Books Social Media Customer Service Training Reference 163

Lithium

MARCH 5, 2024

The tech company created the Zoom Community to serve as an online self-service support forum; a space where global customers could ask questions, find answers, and exchange knowledge. It was found that after a Group Hub was moved to another category, the API to return the number of Group Hubs in a category did not return the correct result.

2024 52

2024 Social Media Roadmap Webinar 52

Solvvy

SEPTEMBER 17, 2022

What is a Customer Service Knowledge Base? A customer service knowledge base gives you an easy way to provide tips and guidance to educate your users or customers. What Exactly Does a Knowledge Base Contain? A modern knowledge base will allow you to share a variety of content. How-to instructions. Product specifications.

Customer Service 62

Customer Service E-support Article Document 62

Eptica

JUNE 3, 2020

You might also be interested in these posts: The impact of knowledge on current customer satisfaction. Categorie(s): Best Practice Today, customers demand a seamless experience from companies – whatever channel they use to make contact. Share this page on: Tweet. Customer service: why you can learn from the classics.

Omnichannel 79

Omnichannel 2020 Banking Blog 79

Eptica

JANUARY 15, 2020

Empower agents through knowledge Customers want fast, consistent but, above all, accurate answers to their queries. Create a centralised knowledge base that is readily accessible by every agent, allowing them to ask questions in their own language and receive up to date information as answers, rather than just searching for keywords.

Customer Service 99

Customer Service 2011 2019 2020 99

Eptica

AUGUST 5, 2020

You should also support them with a centralised, self-learning knowledge base that helps them find the correct answers to customers’ questions. You can also help them even more by making it easy for them to provide feedback on answers – this can be used to improve the knowledge base. Share this page on: Tweet.

Customer Service 112

Customer Service NPS 2020 Consulting 112

West Monroe

APRIL 17, 2024

These fall into three categories: strategy, operations, and talent. Responsibility rests with the trainer to shape trainee’s knowledge and behavior to drive desired outcomes. Manufacturers need to ensure the institutional knowledge and experience of retiring employees stays within the company.

Leadership 59

Leadership Culture Competitive Advantage 2024 59

Kayako

FEBRUARY 16, 2017

It is clear that putting customer experience at the heart of your knowledge base or help center is critical in helping customers, lowering customer effort and reducing inbound support requests. By designing our help centers or knowledge bases with templates, themes, or layouts that are frictionless for the customer to navigate.

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Retail 2012 Article 2014 92

ShepHyken

OCTOBER 29, 2021

Using a call center software that’s backed by knowledge management adds to the advantage. It boosts efficiency, spreads knowledge, ensures better content consistency, improves customer service quality thereby increasing the loyalty and trust of the customers. Your call center knowledge base must integrate with all of the channels.

Call Center 76

Call Center Contact Center Omnichannel Interaction 76

Help Scout

AUGUST 19, 2021

When a customer hits a snag while using your product, the first thing they interact with won’t likely be a helpful member of your team — it’s more often a knowledge base article. Much like your front door, you want to make your knowledge base articles as welcoming and friendly as possible. What is a knowledge base article?

Article 126

Article Document Information Fashion 126