You Know It. Knowledge Management and Customer Service

The use of knowledge management software can be extremely effective businesses that want to improve the effectiveness of their customer service. Knowledge management solutions are a key component of customer relationship management (CRM). It is crucial for businesses to ensure that they provide their customers with solid customer service solutions, including information about their products and service after the sale, as well as troubleshooting and taking care of any problems that may arise.

Customer service solutions, especially in the form of a Web self-service portal, can encompass a variety of methods to meet customer needs. An index of Frequently Asked Questions (FAQ) is often one of the first avenues that a customer may seek out on a Web site. Social media and an e-mail contact form may also provide a means for customers to get answers and information, particularly when it comes to common issues. Another alternative, live chat software, is becoming more and more commonplace. It is a key part of knowledge management software, since it allows a company to use the help desk software to interact live with their customers—but is generally faster and more effective than a telephone call to the help desk.

Live chat software takes advantage of instant messaging technology that is now widely used on the Internet and social networking sites. Since many Internet users are already familiar with instant messaging and chat windows, this method of social customer service is a recognizable tool for customers. It gives them the experience of interacting with a live person when using a company’s website for help and product information. This CRM product can easily be incorporated into an existing corporate website. In addition to benefiting customers, it can also help streamline costs for the business, by reducing the number of contact center employees who are needed to field customer phone calls.

Another advantage of using knowledge management software as a customer service solution is the ability to build on the knowledge base that may be derived from fielding questions from clients. As different questions arise and answers are provided, the software solution allows the knowledge base to be easily expanded. The information can be used by company employees, as well as visitors to the corporate Web site.

Many major companies and institutions, such as Warner Brothers, FedEx, HP, and TransUnion, use knowledge management software to provide customer service solutions.

For example, HP has an Instant Support Professional Edition that provides automated web-based support tools that aid in the resolution of technical problems on various HP product lines. Their active chat sessions give users 24-hour access to troubleshooting for most of their products and services.

Another company known for its superior customer service is FedEx. The FedEx Business Solutions Chat uses live chat to respond to customer questions and information requests.

Cloud-based knowledge management is nearly essential for a business to stay competitive in the fast-paced marketplace. Boxed software solutions that have to be installed on every employee’s computer just won’t cut it anymore. The advantages of cloud computing to customer relationship management, and especially knowledge management and customer service, are many—reliability, scalability, information that is updated automatically, responsiveness, and cost-efficiency. If you don’t know about cloud-based customer service and knowledge management, it’s time to find out.

Tags: call center, cloud computing, cloud-based customer service, cloud-based knowledge management, customer service, FAQ, help desk, knowledge base, knowledge management, live chat, live chat software, self-service Web portal

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