Consistency in all channels is key for the customer experience
January 7, 2020
No matter through which channel the customers contact you, they want to meet someone who listens, understands and who instinctively puts things in context. They want answers that are relevant rather than statistically accurate and, in best case scenario, they want someone who is able to predict which question comes next. Of course, customers expect to receive the same answer no matter how they interact with you. The key is to gather all information in a smart database – a smart knowledge base.
So, what distinguishes a smart knowledgebase from a traditional FAQ? Simply put, the answer is that it interprets the customer’s questions from context, it is self-learning and keeps the conversation alive by providing the right answer and directing the customer to the right channel.
In our whitepaper, we cover the opportunities that exist with a smart knowledgebase, how to best leverage the benefits and highlight some that have succeeded. There are also a lot of things that are good to think about before implementing the solution, and for that matter, how to choose the right solution.
Dive into the topic by downloading our whitepaper on smart knowledge!
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In a hurry? This post in five seconds!
- Customers like consistent information regardless of channel
- Clients don’t like irrelevant answers that misses on context
- Our whitepaper covers how a smart knowledge base can address both using a smart knowledge base
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