Knowledge bases are software that help organizations to create a centralized repository of information that can be accessed by a wide range of people. It can be used as a reference material about any topic from different sources. It helps in decision-making, tracking and analyzing data.
Though they can be used in many support scenarios, knowledge bases are usually used by call centers and other customer service departments to help them with their work. The knowledge base can be used in different ways depending on the level of expertise of the call center agents.
Some call centers use it as an informational tool for their agents while others use it as a tool to provide training to their agents. The knowledge base can also be used by third-party vendors or even by customers who contact the call center for assistance with issues they are facing with your products or services.
As you can see, there are several benefits to creating one for your call center. But which tools should you use? Don't fret! In this blog, we’ll recommend three tools we found useful.
How to create an effective call center knowledge base
We should think about what we want our knowledge base to do for us, how it will be used, and whether it will fit into the business's culture.
The first step in building a knowledge base for your call center is to identify what information you need. This includes things like:
- Processes that are performed on the phone line (e.g., greeting, transferring, etc.)
- Information about the products or services you offer
- Important dates and deadlines
- Training materials
- Policies and procedures
- Other important documents related to your business
3 tools to create a knowledge base for your call center
LiveAgent is an AI-powered customer service chatbot that helps you answer customer queries and automate the process of handling customer inquiries. It provides a high level of scalability which makes it suitable for companies that have hundreds of thousands of customers. It also offers 24/7 customer service, advanced features such as real-time translation, and integrations with top marketing tools such as Facebook Messenger, Slack, and MailChimp.
Nuclino is an online community where people can share their opinions, thoughts, and experiences with others in a safe environment. It has recently gained popularity due to its features such as the ability to create polls, forums, blogs, and more.
Nuclino.com has been able to provide its users with the following benefits:
- A place where people can share their ideas and thoughts with others
- A platform for people to get feedback on their work
- A place where people can find new opportunities
Guidde is a tool that helps people create and manage documentation for their projects. It's helpful for software developers, designers, marketers, but especially non-technical people.
Create documentation for your internal teams in a matter of minutes. Our easy-to-use interface allows you to add text, images, videos, and audio files. You can also add tags and categories to help organize your content.
If this sounds like something useful, we’d love for you to try Guidde FREE for 14-days!
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