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Guest Post: Customer Service Automation: A Quick Beginner’s Guide

ShepHyken

Tools like a knowledge base and chatbot help you provide instant answers to customers and ensure they return to your brand the next time. . That’s one time they wouldn’t like to be sent from one customer support agent to another. Saving time and effort does not necessarily equate to saving money.

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COVID-19: How Knowledge Base Management Enables Call Center Continuity

bold360 Blog

Just as service reps are adjusting to the “new normal” of working from home, they’re seeing spikes in call volumes with historically-long wait times, high call abandon rates, higher rates of customer churn, and (predictably) lost revenue. Centralize and Scale Your Knowledge Base.

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Guest Blog: Are You Setting the Right Customer Experience Goals?

ShepHyken

Let’s say that you find that although each support interaction is handled by a human, the wait times for the customers are higher than they should be, which is negatively affecting your retention rates. You also find that a large percentage of interactions deal with simple copy and pastes from your knowledge base.

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20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

But if there is a single sore point: it’s the often-ridiculous wait times. Between waiting for the initial answer and getting transferred, the elevator music is anything but calming. The expectation of waiting is so ingrained in our expectations as customers that we are shocked when we don’t have to wait.

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68 Customer Support Email Address Name Ideas

CX Accelerator

You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction. If you have to, this means you have a problem or an unanswered question.

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Three Ways Call Centers Can Reduce Average Wait Time

JustCall

Higher average wait time (AWT) almost always leads to higher abandonment rates and lower CSAT scores. No one likes to wait more than a few minutes to connect with a support agent (unless there’s a grave issue that’s worth the wait). Let’s see how you can solve these challenges and reduce wait times.

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Guest Post: How To Reduce Customer Support Tickets And Enhance CX?

ShepHyken

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. These solutions can focus on knowledge base management system , visual guides, chatbot creation, or visual assistance.