We know knowledge is power. And nowhere is that truer than in the quest to deliver proactive customer service paid servicenow
We’ve all been there. A product or service issue crops up and, after exhausting your options, you pick up the phone. And so begins the dreaded game of Russian roulette that is a call to customer service. Will your problem be fixed? Or will frustration continue? Will your rep be kind and competent? Or surly and unsuccessful?
It starts by creating an environment where knowledge sharing—as opposed to knowledge hoarding—is the norm. Putting a well-run “knowledge management system" into place that covers the right tools, process, and culture provides the foundation of proactive service.This includes delivering self-service on a modern portal with access to solutions and other rich content.
Incidents can also be nipped in the bud when organizations tap into platform-based digital workflows that deliver:Together, these steps create an effective"solve once, fix many" Knowledge-Centered Service culture where repeat issues are removed from the service operation. This frees up agents to focus their talents and energy on more complex issue diagnosis and resolution.Let’s explore a few more possibilities of proactive, knowledge-centric customer service.
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