Technology can build on these two positive foundations to improve both the quality and efficiency of your customer service, helping people to help themselves while giving customer support agents useful information about what a customer already knows.
Take the example of an online knowledge base, collecting support content from FAQs to community posts together in a searchable, accessible format. This doesn’t just enable customers to self-help – it’s also available to your staff, who can find the answers to previous customer queries when dealing with their own cases. Supported by the right CRM system, an online knowledge base can be a powerful tool for tracking and resolving queries more effectively, even using Computer Telephony Integration (CTI) to direct customers to appropriate internal expert for their query based on which knowledge base articles they have read.
An online knowledge base can, of course, connect to – and be populated by – an online community where customers can discuss your product and advise one another. Building the community within your CRM platform keeps the whole interaction in the same environment, giving you a consistent, continuous view of your customer interactions.