Complex Products, Complex Questions.
Complex technologies are difficult and expensive to support. It takes time to develop comprehensive documentation and time to recruit and train the technical staff you need. You need a solution to help your support team. Using LearnLode, they can rapidly assemble a knowledge base from existing documentation, and add their experience to it, call by call, as the product hits the market.
Increasingly technical customers self–resolve simpler issues, so the calls that come to you are getting tougher. Your technical experts are a precious resource, expensive to hire and train. You need to make sure that you can make the best use of them by empowering frontline staff to resolve the bulk of customer questions without escalations.
Effective knowledge bases can ensure that your staff have access to the information they need. Hot and trending topics feeds can help them to jump quickly to the knowledge required to solve customer issues right now. Structured decision trees can walk them through issue resolutions. This minimises escalations to costly tier 2 support staff.
Improve Customer Experience
Customers want straight answers to their questions fast. Effective knowledge management can empower your agents to give your customers the service level that they need. Effective customer service knowledge management can be a key element in your strategy to improve your customer experience metrics