ViiBE Blog

MAY 31, 2021

So how does a company preserve its employee knowledge in the long term? One solution is creating a corporate knowledge base. Knowledge bases can be used to help customers self-service information or for employees to access information. How do you structure a knowledge base?

Knowledge Base 52

Knowledge Base Self Service How To Video 52

Comm100

JANUARY 21, 2021

Live chat is typically used by sales, marketing, and customer support. The best live chat software will be able to integrate with the company’s customer relationship management (CRM) system so the live chat agent can easily access the visitor’s details, helping them to provide more personalized service. Get Comm100 Free.

Video 246

Video Social Media Software Knowledge Base 246

Kayako

SEPTEMBER 28, 2022

In today’s world, many companies are focusing on improving customer relationship management, and rightly so. Getting customer service right isn’t easy. Technology enables self-service portals and knowledge bases where employees can find answers to common questions.

Technology 156

Technology Self Service Tips Customer Service 156

Comm100

FEBRUARY 5, 2018

Exploring A Broad Term: What Is Customer Engagement Software? From customer relationship management (CRM) software to knowledge base and social media tools — it almost seems harder to find a software solution that isn’t considered a customer engagement tool than one that is. PR Software.

Social Media 170

Social Media CRM Self Service Software 170

Kustomer

MAY 11, 2022

Your company’s customer relationship management (CRM) platform is a goldmine of information about your customers’ needs, interests, and buyer journey, but if your support agents can’t quickly access that information when they interact with your customers, what is that information worth? What Is a CRM?

CRM 106

CRM Customer Satisfaction Data Knowledge Base 106

Experience Investigators by 360Connext

APRIL 23, 2024

CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is Is this the same as Customer Relationship Management, or CRM?

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

AWS Machine Learning

DECEMBER 10, 2024

Built-in plugins Amazon Q Business supports more than 50 actions in applications, including: PagerDuty Advance, ServiceNow, and Zendesk Suite for ticketing and incident management Atlassian Confluence, Jira Cloud, and Smartsheet for project management Salesforce for customer relationship management (CRM) Microsoft Exchange and Teams for communication (..)

CRM 86

CRM System Customer Relationship Management Examples 86

Kayako

AUGUST 19, 2022

In terms of customer relationship management, when agents take note of the details about a customer’s situation relative to the call, they are gathering contextual data about the subject. The important thing to remember is that the CES is most powerful when companies evaluate it in context with the customer journey.

Customer Experience 156

Customer Experience Customer Service Effort Score Self Service 156

ShepHyken

JULY 3, 2020

The end goal of an effective multichannel strategy is optimized for results, as well as deliver high-quality customer service across all social media channels you are in. Set Up a Knowledge Base. In a nutshell, a knowledge base is an area in your site that is dedicated to customer service.

e-support 94

e-support Tips Multi-Channel Customer Service 94

Totango

NOVEMBER 15, 2021

Customer relationship management apps let you store, manage and deploy data associated with customer relationships for purposes such as lead generation and sales pipeline management. CRMs: Salesforce and HubSpot.

Tools 117

Tools Customer Success Software Self Service 117

TechSee

FEBRUARY 2, 2022

They can leverage software to offer customers conveniences like Interactive Voice Response (IVR), mobile functionality, and a range of self-service tools. Management can benefit from strategic tools that help them analyze key metrics and performance indicators that allow the call center to continuously improve efficiency and cut costs.

Call Center 124

Call Center Self Service Technology Social Media 124

SurveySensum

DECEMBER 27, 2024

KMS Ultimately, customer service is at the heart of any successful business, and providing excellent service hinges on having the right information available at the right time. A well-organized knowledge base empowers your customer service team to quickly address inquiries, resolve issues, and provide accurate, helpful responses.

Technology 52

Technology Call Center Customer Satisfaction CRM 52

Bold360

OCTOBER 2, 2020

The data relevant for routing purposes can be gained from: (1) initial discovery questions that ask customers what they want to do; (2) customer profile data pulled from your customer relationship management (CRM) system; and (3) customer journey data about what clicks the customer has made leading up to when/where they reached out for help.

Chatbots 98

Chatbots Self Service Contact Center Average Handle Time 98

CSM Magazine

SEPTEMBER 21, 2020

The right knowledge management system will allow you to build an easily manageable knowledge base even on a small budget. It will also help you make sure that your customers can solve any issues within minutes and that your employees have access to the overall expertise held within your organization.

Software 97

Software Social Media Knowledge Base Financial 97

Comm100

FEBRUARY 6, 2018

Zendesk offers a range of products to help companies improve their customer relationships. These products include call center software, live chat integration, customer support management tools, knowledge base tools, and a shared team inbox. OS : Windows, Mac OS, Linux, web browser, Android, iPhone/iPad.

Software 143

Software Customer Engagement Engagement Omni-Channel 143

Comm100

MARCH 30, 2021

To extract the most value from your support ticketing system, it should integrate seamlessly with your existing business software – particularly your customer relationship management system (CRM). Automated workflows can accelerate ticket management and eliminate drudge work.

System 130

System Customer Service Omni-Channel Social Media 130

transcosmos Information Systems

FEBRUARY 17, 2017

Through time, you can add a few more questions here as it fits your target customers. Knowledge bases. Customers favor knowledge bases at 91%. This is a database full of information as a part of your company’s Customer Relationship Management (CRM) software. Self-checkout.

Self Service 85

Self Service Customer Experience e-support Customer Service Representative 85

CSM Magazine

NOVEMBER 11, 2024

Associate Degree Programs: Community colleges and technical schools often provide associate degree programs in customer service, customer relationship management, or business administration with a customer service focus.

Tips 52

Tips Customer Service Management Contact Center 52

CSM Magazine

FEBRUARY 6, 2025

What to Look for in a Customer Service-Focused MBA Before choosing an MBA, its useful to identify key elements within a program that align with your goals. Practical Learning Opportunities: Look for internships, case studies, and industry collaborations that prepare you for real-world challenges.

Customer Centricity 52

Customer Centricity Leadership Hospitality Course 52

AWS Machine Learning

SEPTEMBER 14, 2023

The following risks and limitations are associated with LLM based queries that a RAG approach with Amazon Kendra addresses: Hallucinations and traceability – LLMS are trained on large data sets and generate responses on probabilities. These data points are used to inform a decision based on the company’s internal loan policies.

Insurance 111

Insurance Guidelines Healthcare Policies 111

Kustomer

FEBRUARY 6, 2024

Our evaluation focuses on key features such as ticket management, knowledge base management, and integration capabilities, in addition to assessing ease of use and pricing options. You will also find the pros and cons of each help desk solution, along with customer reviews sourced from platforms like G2 and Capterra.

Software 91

Software Self Service Omni-Channel Knowledge Base 91

Kustomer

JUNE 27, 2022

This also meant that businesses could now start filing and managing customer information in a digital format. The customer relationship manager (CRM) is the hub that facilitates communication between the customer and the brand. Listen to “What is the Customer Service Secrets Podcast?”

Software 92

Software Tools Customer Service Self Service 92

Comm100

NOVEMBER 25, 2020

There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. Live chat, email, messaging, social, ticketing & knowledge base – all in one, for free! Automation = Better customer service.

CRM 130

CRM Customer Service Ecommerce Chatbots 130

Totango

NOVEMBER 15, 2021

Customer relationship management apps let you store, manage and deploy data associated with customer relationships for purposes such as lead generation and sales pipeline management. CRMs: Salesforce and HubSpot.

Tools 94

Tools Customer Success Software Self Service 94

ProProfs Chat

OCTOBER 13, 2020

First-call resolution or first contact resolution (FCR) is defined as a contact center’s ability to resolve customer issues or address their needs the first time they call, with no follow-up required. As a contact center metric, it is a vital part of the customer relationship management process. Respond faster.

How To 98

How To Self Service Banking Knowledge Base 98

CSM Magazine

OCTOBER 24, 2024

However, recurring revenue management solutions mitigate these concerns by seamlessly integrating with Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems.

Software 52

Software Management Customer relationships Trends 52

ProProfs Chat

JUNE 26, 2020

LEARN MORE TO MEASURE CX SUCCESS > Customer Satisfaction Rating. Customer Satisfaction (CSAT) Rating is a common customer service terminology that indicates the success (or failure) of a brand’s Customer Relationship Management program. Customer Satisfaction Survey. Help Center.

Customer Service 119

Customer Service Net Promoter Score e-support Multi-Channel 119

CSM Magazine

DECEMBER 6, 2024

The goal is to keep participants entertained while collecting valuable customer relationship management data. A good way to implement this mechanic is by using interactive marketing quizzes.

Gamification 52

Gamification Marketing Social Media Entertainment 52

Method:CRM

MAY 1, 2023

But it’s also great for your customer service because it: Gives you and your customers a complete view of your interaction history across all channels. Accelerates and automates customer support. Allows your customers to self-serve. Provides easy access to a knowledge base.

CRM 93

CRM Customer Experience Self Service How To 93

AWS Machine Learning

MARCH 14, 2024

With Knowledge Bases for Amazon Bedrock , you can give FMs and agents contextual information from your company’s private data sources for RAG to deliver more relevant, accurate, and customized responses. Session context management is built in so your app can support multi-turn conversations.

Chatbots 121

Chatbots Training Knowledge Base Resources 121

Kustomer

JULY 28, 2022

Social platforms give customers an abundance of information – reviews, posts, business information – to utilize throughout their purchasing decision. Why not take advantage of their existing presence and give customers another place to have their questions answered? How a Knowledge Base Can Transform CX.

Customer Experience 93

Customer Experience e-support Social Media Knowledge Base 93

ProProfs Chat

MARCH 27, 2020

Multichannel customer support. What is Multichannel Customer Support? Multichannel customer service defines the use of multiple support channels such as knowledge base, live chat software, help desk, different social media platforms, email, call, and others to create a good experience for customers.

Omni-Channel 105

Omni-Channel Social Media Customers Knowledge Base 105

Kustomer

MAY 13, 2022

Retaining customers costs less than acquiring new ones, and even a 5% increase in your customer retention levels can lead to a 25% or more increase in your profits. . At the heart of all your interactions with customers should lie an efficient CRM (customer relationship management) system.

Feedback 89

Feedback Strategy Social Media How To 89

ProProfs Chat

DECEMBER 22, 2020

Agents can always check out the chat transcripts and history to track down common challenges faced by customers and improve call center customer satisfaction with live chat. Read More: Benefits of Live Chat & Knowledge Base Integration. You can start by integrating it to knowledge base software.

Contact Center 86

Contact Center How To Call Center Knowledge Base 86

rethinkCX

MAY 15, 2024

In the wake of the COVID-19 pandemic, the landscape of customer support has undergone a dramatic transformation. The remote work revolution has accelerated, making the choice of the right Customer Relationship Management (CRM) system more critical than ever for support agents.

CRM 52

CRM Omni-Channel Exceptional Customer Service Social Media 52

CSM Magazine

JUNE 13, 2024

Tailoring your interactions based on the employee’s history, preferences, and previous issues can dramatically enhance their experience. Practical Tips: CRM Integration : Integrate your help desk with Customer Relationship Management (CRM) tools to keep a record of previous interactions.

Loyalty 52

Loyalty Multi-Channel Knowledge Base Tips 52

CSM Magazine

OCTOBER 28, 2023

Online portals should ideally integrate with other software systems, for example, customer relationship management software. This can alleviate pressure on a customer support team as users should be able to resolve issues on their own before reaching out via raising a ticket.

Customer Service 59

Customer Service Knowledge Base CRM Customers 59