Posted On: December 23, 2016, By: Rishu Kapoor444 Views
Inaccurate resolutions and inconsistent support service are the major contributors to a poor quality customer service. However, centralized knowledge management solutions help solve this problem, by enabling efficient support for customers at both agent-assisted and self-service channels.
Customers today want service representatives to understand & solve their problems without wasting much time. But, when a support agent fails to understand the end-user issues and is unable to deliver an accurate, feasible resolution, the customer starts losing faith in the brand. Thus, it becomes essential for operators to equip their agents with knowledge about the latest services, products, and end-user devices along with related issues & resolutions.
Integrating a knowledge management platform with existing contact channels can help you attract higher customer satisfaction and brand value with better quality service. Some of the main advantages of deploying knowledge management to the telecom support service include:
Listed above are some commonly observed benefits of integrating a robust knowledge base to the existing customer service practice. However, finding the right solution is crucial to reap all these advantages, where adding relevant experience to the support system helps agents serve better and quicker.
KocharTech combines a unified pool of support knowledge for service providers dealing with today’s connected devices, like smartphones, tablets, and others. KnowMax is developed specifically for telecom service providers and OEMs to meet the dynamic needs of the customer care world. Designed and upgraded with an experience of 12 years, these knowledge management solutions have enhanced the business value of 5 of the top 25 global operators.
If you are interested in unlocking the rewards of a knowledge-based support, book a demo now to see how our solution can help you upgrade your customer services.