Whether you provide customer service to people outside your business or other departments, customer service is a crucial component of any department.
If you want to cut down on misfiled complaints, tickets that can’t be followed up on, and uncertainty about procedures, knowledge base software is an important investment. Customer service depends on being able to give answers about any particular topic at any given time, and many departments are set up so that this isn’t possible.
The right software can improve customer service a great deal in a variety of ways, once properly implemented in your company. Here are some ways to improve your customer service, and information on how knowledge base software can help you with each improvement.
3) Provide faster, more consistent customer support
Even large companies fall victim to this trap and find their customer service lacking after a while. If you aren’t prepared to provide fast and consistent customer support, your customers will soon grow unhappy. Most customers don’t have to ask for support, but those that do expect a professional and knowledgeable response.
Knowledge base software allows you to track and quickly resolve problems across a whole company, and can be accessed by customers themselves online so they never even have to talk to you. It helps you provide the same correct answer each time, rather than a variety of “self-tested” answers by each individual support person.
2) Track what has already been done
Open support tickets are a major potential stumbling point. If someone asked for equipment to be shipped and another person doesn’t know that, you can end up placing duplicate orders, giving customers different answers on the status of their requests, and simply not knowing the status of every individual open request when asked.
This is embarrassing for any corporate manager or decision-maker. Knowledge base software benefits include the fact that you can easily share the status of open requests with other employees and keep track of solutions that have been attempted and any changes made.
There are other ways, but few are as efficient as this kind of software, as your employees may find themselves having to mass-email people or even share a whiteboard with important status information.
1) Centralize employee knowledge
Every department has that one superstar employee who knows how to do anything you might need to do. What happens if that employee gets sick or has to leave? It is crucial to centralize and retain employee knowledge so that others can benefit from it.
This makes it much easier to train new employees, as they don’t have to suddenly take in years of support and knowledge in a few weeks or months, and makes it easier for every employee to be very helpful.
If customers complain that they have to call back to talk to an employee who knows what to do, knowledge base software will ensure that every employee can help that customer.
Customer service is the difference between a successful business and one that doesn’t quite make it. If you want to keep your customers happy, you have to be able to provide service and support on-demand at any hour of the day.
Knowledge base software helps decrease the call volume and ensure that every individual support person in your company knows how to help any given customer.
To improve your customer service, centralizing and prioritizing employee knowledge is key. One employee knowing how a particular request is going is not very helpful when higher-up managers ask for a status update or the customer calls back when that employee isn’t there. Make sure your customer service is up to par by adopting knowledge base software to manage, track, and centralize knowledge.
About the Author
Bill Nixon is a customer service manager. He loves sharing his best tips with others on small business blogs.Click to find out more information about Novo Solutions.
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