Unlock Agent Potential by Using a Smart Knowledge Base

One of the most popular sayings in business, especially where the technology world is concerned, is the rather clever maxim “Work smarter, not harder.” There is no reason this adage should not apply to your customizable customer support software as well. Simply put, the more efficiently your software is integrated into your customer support department, the more effectively your agents will be able to do their jobs and help solve the customer’s problem.

This not only results in more satisfied customers, but a customer service team that feels both useful and productive on a personal and professional level. So how can one go about building the dream team? Well, a great place to start is by building a smart knowledge base for your customer service agents to access. There are a myriad of ways in which having a smart knowledge base can increase the efficiency of your customer service department, so let’s take a look at a few of them in more detail and why they are useful.

Divide and Conquer With a Smart Knowledge Base

One factor that could contribute to fatigue on your customer service team is having to answer the same question fifteen or twenty times over the course of a day. However, when you manage to turn your knowledge base into a system of imperative assets by successfully integrating artificial intelligence into it, you allow support agents to have more free time. They will then be able to focus their resources on more complex problems which actually need a human touch to solve. This kind of integration allows customer support agents to direct customers to the relevant knowledge base articles to solve their problem. In short, both the customer service department and the customer win, while the process is at its most efficient.

Allow Your Agents to Empower Themselves

Another benefit of having a smart knowledge base is it allows your customer support agents to update the knowledge base themselves in real time. Often times they are the most knowledgeable team members when it comes to knowing how to solve a customer’s problem so why not give them the ability to update it. This means that as they encounter more problems and then successfully solve them, the more experience team members will have a large “manual” of sorts in which they can direct newer members to when they encounter complex problems. This kind of preparation simply cannot have a price tag put on it, as it ends up being a long term investment into the company.

When you are trying to figure out how to maximize your imperative assets and turn your knowledge base into a smart knowledge base, contact the team at PhaseWare and ask them how one of their many software solutions can best assist you. They offer a variety of software solutions and customizable options, so a dedicated team member will be able to help you find a solution that is best for you.