
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:
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.
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.
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.
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.
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
Publish Date: January 11, 2018 |
2.) | Auraya EVA Voice Biometrics Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent. Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o... (read more) |
5.) | Consilium Software Consilium UniCloud™ UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models. With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C... (read more) |
6.) | eGain Corporation eGain Solve Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World |
8.) | OpsTel Services SPEED & PLUS The SPEED solution solves for service level issues while cost optimizing the environment with automation. Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment. Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires. Speed features: *Automated / Scheduled Temporary Agent Skills Configuration Management *Immediate Temporary or Reoccurring Schedule Skills Configuration Changes *Easy to Use/Operations Administration Focused *Descriptive Monitoring Activity Dashboard *Detailed “End to End’ Audit Trail and Perfor... (read more) |
How Knowledge Base Technical Support Matures and Moves with the Tech Economy | January 11, 2018 |
Why Businesses Prefer CRM Powered Customer Service When it comes to Outsourcing | January 9, 2018 |
Inbound Sales How Analytics and Business Intelligence is Changing the Game | January 5, 2018 |
Outbound Sales: How Analytics and Business Intelligence are Changing the Game | January 3, 2018 |
Holidays 2017: Dishing Out Awesome Customer Support | December 21, 2017 |
Holiday: How to Ramp Up Your Customer Service | December 11, 2017 |
How Digital Content Can Help Boost Your Customer Support Platform | November 23, 2017 |
Key Resolutions for better Customer Experience in 2018 | November 22, 2017 |
Contact Centres Pushing Philippines IT-BPM in Global Outsourcing | November 13, 2017 |
Halloween 2017: How Your Customer Service is SCARING Away Your Customers | October 30, 2017 |
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall