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:
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