The Key Component to Customer Service
Empowering Staff With the Right Tools
One of the ways to deliver quality customer service is to focus attention on your staff and think about how best to empower them to deliver good service. Be it a lack of accessible information or poor resolution time, staff repeatedly face the same problems and it’s mainly because they don’t have access to the right tools that enable them to perform their jobs. They need a platform with a centralized knowledge hub to create, maintain, and find relevant information quickly. And without this, how can you expect customer expectations to be exceeded?
Manage Knowledge Effectively
Adopting a Knowledge Management platform, like RightAnswers, quickly evolves staff into subject matter experts. No longer do they have to spend time searching for questions that they don’t have the answer to. Instead, staff can start to find, create, and share company knowledge more intelligently.
The right knowledge platform puts the onus back on staff to deliver quality customer service. It gives them a voice and it shows how their service impacts the customers in real time. Letting knowledge owners voice their expertise to their colleagues and peers is empowering and can also help employees feel valuable. A valued employee is the best kind of advocate for your business. People who are happy with the job they are doing will reflect this through their work, by helping the customer with whatever they need and in turn improving the business’ reputation.
Give Customers What They Need
At the same time, you can guarantee customers a quick response to all customer inquiries. A Knowledge Management platform doesn’t just work for staff, it also works for customers. It gives direct access to information, enabling the customer to get the answers instantly. By providing self-service options such as online communities, FAQ pages, and forums, a knowledge platform further enhances customer service and satisfaction.
Going Further
Effective knowledge management offers a way to make customers and companies happy, all at once.
But so many companies struggle to deliver quality customer service, and this is mainly down to them not having the right tools in place. It’s about going one step further and enhancing the customer experience and keeping them engaged. It is time to combine a Knowledge Management platform with a product like Rant & Rave which uses knowledge to bring emotion and quality back to customer service.
Businesses rank customer knowledge before product and finance as the key to success and you can see why. Start delivering on customer service and you will see the results. Find out how you can start going beyond customer expectations and delivering on customer service.
Upland is a cloud-based enterprise work management software that provides different enterprise cloud solutions to win and engage customers, automate business operations, manage projects and IT costs, and share knowledge throughout the enterprise.
RightAnswers seamlessly integrates your CRM, ITSM or other customer service software, to provide stellar support experiences while saving millions of dollars a year. The #1 provider of cloud-based knowledge management, web and mobile self-service and social knowledge solutions. See how RightAnswers can improve the customer support and search experience for every customer and employee by making it easier to find the right answer quickly.
Rant & Rave provides customer engagement solutions with a difference. Created with the belief that fundamentally brands and consumers want the same thing: to deliver and receive great service, and to proactively communicate with and gather fast feedback from their customers. See the Rant & Rave platform in action and find out more about how our technology can benefit your company.