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In this world of a billion-plus Web pages, many sites offer
similar products. The difference lies in the user friendliness
(good nav bars, smart FAQs and excellent customer service.)
Furthermore, it is imperative for a smart company to have an
intelligent implementation of its "knowledgebase."
Knowledgebase is an organized collection of information. How
efficiently this is organized an used by both staff and customers
is vital to the survival and success of your company.
So what's the answer for smart and friendly FAQs and customer
service? RightNow Web has implemented artificial intelligence
technologies (AI) in order to achieve the goal of "a perfect
self-maintaining [Internet Customer Service] system." RightNow's
technologies are so beneficial, intelligent and well regarded that
Ben & Jerry's, Nortel, Sprint, TDK, Vivitar, Xerox and over 1000
companies use them to automate their respective customer service
and technical support.
We will go a little more in-depth in order to see what can be
achieved in this area. If you would rather just skip ahead and get
more detailed information, you can find it here:
For your Free Insider's Guide to Building an
Effective Knowledgebase Click
Here
Or For your Free Insider's Guide to
Knowledgebase Technology Click
Here
The WebProNews Team
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Effective Customer Service
Effective customer service is all about delivering the answers
customers are seeking. How information is stored, augmented and
organized will determine how effective any organization's customer
service efforts will be. The best knowledgebase technology
allows the customer to guide the content, and structure of the
knowledgebase, improve the level of service, and
decrease the customer service representative's workload.
Customers are any organization's best assets. The Internet
is all about empowerment. An effective Internet knowledgebase
empowers customers find the answers to their own questions
via a company Web site. The results are dramatic:
If you would like to get more information on this subject,
here is an excellent paper called: The Insiders' Guide to Building
an Effective Knowledge Base. This article is about the best
practices in knowledge acquisition, management, and publishing. You
can find it here:
RightNow
Intelligent Knowledgebase
An up-to-date Internet example of a knowledgebase is the list of
frequently asked questions (FAQs). Visitors go on your site when
they need information about your services and/or products. Many
FAQs are very basic/static. They have no cross-referencing
abilities and questions and answers are just listed regardless of
it's order of importance.
Internet customer service places heavy demands on a knowledgebase.
Customers need to receive consistent, timely, and accurate
answers to questions. These demands require any company with
more than one or two products to hire several staff members to
maintain a traditional knowledgebase. Dynamic knowledgebases,
properly designed an implemented, can eliminate many of the
administrative demands and present better information to
customers at and even lower cost.
RightNow Technologies, focuses on intelligent knowledgebases.
By implementing some of the best artificial intelligence
technologies, they have created a knowledgebase that:
- Contains Timely Data
- Modified Easily
- Easily Used By The Customer
- Requires Minimal Administration
- Grows Organically - (Organic growth means that all FAQs
within the knowledge base are entered, sorted, and interrelated by
customer input. In essence, organic growth refers to "growing
knowledge" where it is requested as opposed to trying to anticipate
and build all situations beforehand.)
To learn more about intelligent knowledge bases, you can read the
excellent white paper: The Insider's Guide to Knowledgebase
Technology which is about developments at the cutting edge of
e-service.
RightNow
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