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Article: CLEANING UP THE CUSTOMER EXPERIENCE WITH ONLINE KNOWLEDGE BASES.
- Article from:
- Customer Interaction Solutions
- Article date:
- October 1, 2001
- Author:
CopyrightCOPYRIGHT 2001 Technology Marketing Corporation. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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The desire to off-load customer service requests to online self-service knowledge bases and the databases of technical information, problem solutions and frequently asked questions (FAQs) is understandable and obvious. An online knowledge base can lower call volumes, reduce staffing demands, shorten training cycles and reduce contact center operating costs. These benefits all flow to the provider of the knowledge base. What is less obvious is the extent to which customers will opt for online self-service.
Many firms have already instituted Web-based self-service applications with online knowledge bases. But a significant proportion of these services have failed ...