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Why a Knowledge Solution is an Essential Component for Customer Support

Customer service can make or break an organization, yet it remains an oddly ad hoc process at many firms. Ongoing issues might be tracked with little more than a massive spreadsheet, while tickets are routed through a standard email service like Outlook or Gmail. These setups take considerable tolls on the productivity of support agents, not to mention the company bottom line.

Exactly how much time and money are going to waste? It varies by company, but here are some relevant numbers to chew on: According to Gartner, simply implementing knowledge management (KM) software – i.e., a system for delivering the right information to the right personnel at the right time – can reduce total support costs by 25 percent or more and cut the average time needed for answering a ticket by up to 80 percent.

KM solutions deliver these operational efficiencies by empowering agents and end users alike, putting the info they need at their fingertips instead of hidden behind a confusing phone tree or a massive back-and-forth email chain. Here are three major reasons to enhance your customer support operations with the best enterprise knowledge management software:

1. Self-service for everyone

Imagine being at an all-you-can-eat buffet restaurant, except you had to wait in a line to pay for each item individually. It wouldn’t be much fun, right? Support platforms without real self-service are a lot like this bizarre buffet, though, since they make it extremely difficult to get what you’re looking for without considerable hassle.

Enter customer service management software with KM. The easy knowledge creation capabilities in solutions such as RightAnswers give both internal users and external customers straightforward access to an extensive knowledge base, along with options for quickly opening tickets by sending their details to existing ITSM and CRM platforms like ServiceNow or Salesforce.com.

These features take pressure off the support desk. More self-service means fewer calls, emails and chats about already-solved problems, freeing up your team’s time for other endeavors – and your budget for additional projects.

2. Systematic documentation of company knowledge

The creator of the indie bookmarking service Pinboard has often joked about his succession plan, since he is the sole person running a site with thousands of users and untold more bookmarks. Some support teams would be in a similar situation if a veteran person were to leave, taking his or her expertise out the door and leaving everyone else scrambling to recreate it.

KM tools make sure you never face this challenge. Agents can utilize features like just-in-time information to rapidly request updates to incomplete or outdated articles and communicate with colleagues across the organization about revisions. Plus, centralized knowledge base intelligent search within a KM platform makes it simple to find the right resources in one reliable location, without needing to waste time guessing where they are.

Overall, you ensure customer support that is not only fast and accurate, but also scalable and bigger than any one person. KM harnesses the combined knowledge and skills of your support agents.

3. Integrations with key applications

Customer support almost always requires the use of multiple applications. Bug trackers, help desks, CRMs, ITSMs, live chat platforms, file servers: Experienced agents have likely used all of them at some point. Constantly switching between these apps can be taxing and inefficient, especially in the context of a frequently hectic job.

That’s why the best enterprise knowledge management software, like RightAnswers, has seamless integrations with everything from ServiceNow to Salesforce. It’s one more way our KM solution gives your agents all the tools they need. Request a demo today to see how RightAnswers can revitalize your customer support operations.

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