Now your knowledge base will be integrated into your service website with secure customer portals, public sites, and public customer communities. Create an effortless customer experience through any device.
When customers can find answers for themselves, it’s quicker and easier for them and more efficient for you, too. With Service Cloud you can create an online knowledge base to share accurate, detailed information with your customers to help them self-serve. Knowledge base articles are indexed by major search engines, so customers can find them both on and off your website. And if the information your customer has found doesn’t quite hit the spot, intelligent recommendations for related articles provide an easy next step for them to take before they reach out to one of your agents.
There’s built-in community support, too. Customers can connect to one another to ask questions and offer advice. Every interaction the customer makes is collected in a customer record based on their profile, so when they connect with one of your agents, the background to the case is right there on a single dashboard screen – there’s no need to repeat their question or spend time providing background details.
What does all of this mean for your business? Better customer service metrics, improved KPIs, and, most importantly, happier customers.
See how online knowledge bases and Service Cloud's other customer support tools can help you transform your company's customer service today:
Knowledge bases don’t just benefit your customers – they help your team to deliver better service. Having the right knowledge base tool in place enables you to collate a powerful bank of articles which are at your team’s disposal so they can answer customer questions quickly and easily. And they can do that on any channel whether it’s social media, live chat, email, phone or web. With user generated content helping to build your knowledge base your team gains more insights into your customers’ needs. Combine that with other details from your CRM like purchase history, previous interactions, and even background detail from public channels such as Facebook and Twitter and you’ll be able to consistently deliver a world-class, personalised, customer service experience.
With a common, cloud-based platform multiple employees can collaborate on cases to get them solved faster, pulling in knowledge from subject-matter experts, product managers and executives across your business. With everyone connected through Salesforce it’s easy to assign tasks, publish knowledge and updates, and escalate cases to get extra support when you need it. You can easily publish what you learn in a knowledge article and share it with the rest of your team, or even with your customers themselves. The knowledge base keeps on building, your customers’ experience keeps on improving and so do your customer satisfaction metrics and KPI’s.