A knowledge management system is any kind of IT system that stores and retrieves knowledge to improve understanding, collaboration, and process alignment. A knowledge base is the repository of all the articles, FAQs and any other relevant information that the company wants to pass on to its internal team or externally to the customers.

A knowledge base software allows the company to publish necessary documents for organization-wide consumption. With right knowledge management tools, the company can put together a collection of best practices, tips for customer support and other documents for workforce enablement.

Centralized Information for Consistent Support

Create a centralized information repository with knowledge management tools to ensure your agents and customers have access to consistent answers to their queries. When information regarding the product and services is stored centrally in an organized manner, it becomes easy for agents to search the right information to assist customers. Customer knowledge base software ensures that whenever customers have a question, they can easily query the knowledge base software and find instant answers.

Higher Resolution Rate and Better Productivity

Respond to customer queries in real time without making customers wait on call or transferring calls to other agents by quickly accessing the information needed to resolve their queries. Integrated knowledge base software cuts down the time agents spend on looking for the information required for responding to a support ticket. This considerably improves the SLA and agents become more productive with the increased bandwidth of catering to more tickets.

Let Customers Find Answers at their Convenience

Allow your customers a quick access to answers they are seeking to resolve their issues. The help desk knowledge base software is an easy-to-use way that your customers can choose to self-serve and resolve issues faster. It ensures improvement in customer satisfaction levels as it averts customers from wasting their time and let them skip the traditional manner of contacting the customer support for finding answers to their issues. It helps customers to explore the products and services at their own pace and convenience.

Curtail Support Tickets

When customers have quick and easy access to information for answering their basic queries, they are less likely to raise support tickets. Empowering customers with knowledge base software will definitely ensure less burden on your customer support team. When agents do not have to spend time responding to basic customer queries they have more time to focus on more critical issues.