The hours your reps spend answering the same questions over and over again is a big hit to your organization's productivity. Add to that a high rate of inconsistent, incomplete - or just plain inaccurate - responses and you've compromised your customer service quality immeasurably.
A good knowledgebase means less 'reinventing the wheel.' It can quickly become your customers' favorite self serve 'go to' spot on the portal, ensure greater accuracy and consistency, even serve as a primary training tool to get new reps up to speed.
Parature customer Jon Landau, Director of Customer Engagement for huddle.net, a popular online SaaS collaboration platform, has leveraged their knowledgebase to deliver 95% self-service rates (with just one support rep!). For huddle.net, providing "outstanding self-service material" means more than just making sure the content is up to date. It goes beyond static text to include screen shots, video, and tutorials to appeal to varying customer preferences. Regular ongoing surveys help ensure the knowledgebase is doing its job.
The Parature Knowledgebase makes it easy for any organization to reduce repetitive questions, deflect calls, reduce transaction costs, and deliver consistently great customer experiences.
While the process of setting up and maintaining a knowledgebase can seem daunting, Parature customers find it easy. Most customers start by populating it with their most frequently-asked questions, (to eliminate those pesky repetitive questions) adding more over time. You can set up an article authoring and publishing workflow that matches the way your department works. For example, you might decide to allow all support reps to draft articles … then forward to a separate team for review before they're published to ensure the accuracy and consistency of knowledgebase content.
And here's where Parature Knowledgebase really shines in helping your customers find their own answers. The EasyAnswer feature actually searches the most relevant possible answers right from your knowledgebase and presents them to the customer prior to submitting a ticket. Your customers can review answers on the spot and see for themselves if their question is answered. Customers can instantly recognize a solution to the problem – if one exists – without ever contacting support... fewer tickets are generated … repetitive questions are minimized ... your self-service rates go up. Just ask Jon.
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