What is needed to build an effective Knowledge Base?
Any company who wants to implement a CRM system to improve it’s relations with current and potential clients is in a position to also create a knowledge base for an advanzed management of customer support services. An effective knowledge base is a system created for the collection of knowledge and data from past experiences organized in an easy to search manner. All support cases and their solutions gets saved using technology thatallows for a fast recall and organization. Using a knowledge base saves customer service representatives substantial amounts time when responding to previously asked questions. A simple key word search about the problem leads to the appropriate solution. Moreover, the knowledge base enriches itself. Tustena CRM not only helps you manages customer support tickets, but simultaneously feeds the knowledge base with every new question and answer. The knowledge base can also be supplied with new information, articles and documents manually.
