How Knowledge Base Technical Support Matures and Moves with the Tech Economy

In the telecommunications and internet service industry, technical support – whether outsourced or kept in-house is a service level department that has a high attrition rate and a rocky solutions delivery as customers that are needing tech support often encounter issues ranging from hardware, firmware, network and setup factors.

As companies and department advisors use a schematic flowchart to diagnose and ultimately solve technical support issues, customers are given a streamlined yet predictive experience basing on the A, B or AB manual. At times, it is an experience based on grind as both customers and the technical support specialist leave no stone turned on their session.

Customer experience that prompt the need for technical support when it comes to subscribed services are fueled by malfunctions or issues stemming hardware to condition based variables that affect the quality of service.

One platform that technical support departments are arming themselves with through in-house integration or outsourced solutions via providers is helping in the way of cutting down the time to come up with the precise diagnosis and case resolution. It is the Knowledge Base platform that is either a software of a cloud application that stores product knowledge, technical manuals, common faults and the common issues encountered in a database.

The knowledge base platform can help support the schematic troubleshooting routine by giving precise information basing on issues drawn from hardware, software, firmware and their operational compatibility where technical support agents are drawing information or data as the session happens.

Overtime, a knowledge base platform will accumulate the common and technical issues basing on the service as new products are introduced where new issues will arise with its corresponding solutions or fixes.

A Knowledge Base platform will help your business retain customers by offering the ability to deliver knowledge by way of information drawn with the corresponding solutions as a solicitation. Some of the benefits are:

1. Increasing Productivity

A technical support team will improve its productivity by dramatically cutting down the time it takes to offer up a solution or fix. Therefore, your team can service more customers needing tech support.

2. Increase Team Work Proposition

As a knowledge base platform is a shared resource to maintain, manage and update, the department is given the chance to better work as a cohesive unit by passing on information and critical fixes within a streamlined setup that is rehearsed using simulation drills. From the knowledge solicitors to the team leads down to the technical support agents with various levels, it enhances collaboration and enforces base knowledge.

3. Archive and Utilize Forefront Knowledge

A knowledge base platform will store accumulated data and product information based on the older models and progressively into the new units. It allows technical support teams to have access to years of solutions in a streamlined approach.

4. Pass Product Data to Other Departments

A knowledge base platform is not exclusive to the technical support department. Rather, it can be used by other departments such as sales and marketing in order to promote product knowledge as a way to further enrich employee engagement within the products offered.

5. Competitive Advantages

Your products and service specifications are not the only ones that can populate and be archived with the knowledge base software. Your competitors’ defects and troubles can also be documented for future reference where the accumulated competitor knowledge can be leveraged for cross-selling or targeted marketing.

When it comes to the outsource technical support service level, Global TeleForce offers technical support agents that operate within a knowledge base platform to help businesses succeed when it comes to customer retention through tech support. To get started call AU 1300 77 88 62 or PH +63 917 5680402 | +63 917 5166897 or email us at: enquiry@globalteleforce.com

Source: http://globalteleforce.com/blog/how-knowledge-base-technical-support-matures-and-moves-with-the-tech-economy

2021 Buyers Guide

Get Listed

Headsets

 

1.)

All Ears Ltd Freemate headsets, and sanitary solutions for headsets Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required. We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market. We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey. PH: 644 9201929 http://allears.co.nz

2.)	Comfort Telecommunications Smith Corona Headsets 3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing PH: 800-399-3224 http://www.comfortel.com

3.)	CTCOMM Plantronics Jabra Sennheiser https://www.ctcomm.com.tr

4.)

Headsets123 Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business. Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories. https://www.headsets123.com/

5.)

Jabra Jabra Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide PH: 800-826-4656 https://www.jabra.com

6.)

JPL Telecom Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles. Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment. Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users. PH: +44 (0)1258 820100 http://www.jpltele.com

7.)

Unicom Services Ltd. Contact center headsets and conference solutions Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications. Products and Services: * Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters. * Conference systems - audio video terminals, personal and group multipoint conferences. * Telecom Products - office wired and wireless phones, dect systems, softphones. * Video conference software for contact centers and offices. * Unified Communication Solution. PH: +35924110203 http://unics.bg/

8.)

Xiamen Mairdi Electronic Technology Co., Ltd Call Center Headsets Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world. Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated. PH: 0086-592-7177232 http://www.mairdi.com

 

View more from Globalteleforce

Recent Blog Posts:

How Knowledge Base Technical Support Matures and Moves with the Tech Economy	January 11, 2018 5:00 AM
Why Businesses Prefer CRM Powered Customer Service When it comes to Outsourcing	January 9, 2018 5:00 AM
Inbound Sales How Analytics and Business Intelligence is Changing the Game	January 5, 2018 5:00 AM
Outbound Sales: How Analytics and Business Intelligence are Changing the Game	January 3, 2018 5:00 AM
Holidays 2017: Dishing Out Awesome Customer Support	December 21, 2017 5:00 AM
Holiday: How to Ramp Up Your Customer Service	December 11, 2017 5:00 AM
How Digital Content Can Help Boost Your Customer Support Platform	November 23, 2017 5:00 AM
Key Resolutions for better Customer Experience in 2018	November 22, 2017 5:00 AM
Contact Centres Pushing Philippines IT-BPM in Global Outsourcing	November 13, 2017 5:00 AM
Halloween 2017: How Your Customer Service is SCARING Away Your Customers	October 30, 2017 5:00 AM