Hello Readers,
You already realize that the success of your online
business hinges on customer satisfaction. Yet study
after study proves that e-businesses, even in their own opinions,
distantly trail traditional brick and mortar businesses in
customer service. You also know the challenge – find
a cost-effective way to get information to customers
as quickly as if they were right there with you.
Certainly, one tool that many businesses find indispensable
in raising the customer service bar is a good Internet knowledge
base. A knowledge base presents your customers with the opportunity
to find the answers they need, on their own, in just
a few minutes. Wouldn’t most customers rather find help on
their own, rather navigating a phone tree, or waiting hours
(or days) for someone to email them back? Wouldn’t you?
Get
your FREE white paper here!
rightnow’s Self-Learning Knowledge Base development gives
your customers answers, right now, and saves
you money, too. It’s a different approach to
the knowledge bases, and it doesn’t require months to set
up or teams of experts to maintain. rightnow’s self-learning
approach speeds up implementation significantly –
it can be ready to go within a few hours. Just seed
it with 15 to 50 initial commonly asked questions and answers.
Best of all, customers can start using it right away. Even
if they can’t find the answer in the knowledge base, they
contact a CSR (customer service representative). The question
and CSR’s response are then automatically assigned relevancy
and published by the knowledge base, so that anyone with the
same question in the future won’t need to contact a CSR. It’s
obvious how rightnow can reduce
the workload of your CSR staff – redundant questions
are eliminated, and the most frequently asked questions eliminated
almost immediately.
Customers will appreciate advanced
search capabilities that provide keyword, natural
language searches, fuzzy searches, and content relevancy ranking.
And unlike most knowledge bases, rightnow doesn’t become obsolete.
Old information that is less relevant gradually becomes less
accessible, so it doesn’t distract your customers from relevant
matches. That’s great news for companies with long and complicated
FAQs – there’s no need to manually update your information.
Get your free white
paper now to discover all the ways rightnow knowledge
base development can put to rest your customer service reservations.
Click here to read
what rightnow can do for your company.
|
