Software Technology

What to Look for in a Customer Service Knowledge Base

Technology can help your customer service agents wow clients. What should you look for when choosing a knowledge base?

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Today, a good customer service knowledge base is the cornerstone of an effective customer service delivery system. From retaining client case notes to optimizing the process of answering calls, knowledge bases help get everyone up to speed and speed up customer support inquiries. If you don’t have a system in place, or you’re looking to upgrade your current offering, here’s a quick guide to helping you choose the knowledge support tool that’s right for your customer service team.

Does it have ticketing features? Ticketing features let customers or service agents open up an inquiry online or through e-mail. It’s easy to outline the issue, provide additional detail, and even capture support information such as photographs or other data. From there, you can monitor who has worked on a case, assign it to another agent, or mark it resolved once the issue has been dealt with.

Does it have an intuitive interface? Customer service agents typically work in your knowledge base in real time, searching for information and capturing call notes. An intuitive interface can make customer service delivery more seamless, while eliminating the unnecessary delays that happen when agents can’t find the information they need. Search for an intuitive interface that can be used by all members of your team—especially those with lower levels of technical savvy.

What does the customer information system look like? One of the key features of a good knowledge software is that it lets you capture customer information. Look for a system that has a good summary feature, which can collect information or tie out to other systems. When a more comprehensive, deep dive is required, the best systems will fit into your workflow seamlessly.

How’s their customer support and uptime? If your customer service software isn’t online and operational, you’re not going to be serving your customers. When you’re choosing any program that’s going to be so central to your operations, it’s important to make sure you evaluate the company’s performance, as well as that of the software. Look at its uptime, and prioritize options that have 95%+ uptime rates. In addition, look at its customer support. If you experience a critical issue, can you call tech support? What’s its service-level agreement for responding? How does that picture align with your unique needs and expectations?

There are many considerations when choosing a customer support software, including budget. With so many options on the market, there are a variety of features and solutions available at every price point. Evaluate what you’re looking for, and then analyze which offers the features, flexibility, and technical requirements to best meet those needs.