When it comes to providing support, knowledge is everything.
Whether you’re supporting the most popular brick-and-mortar technologies (Point-of-Sales, card readers, network peripherals, etc.) at merchant locations all over the world or merely across the city, there is nothing more valuable than a well-structured knowledge base integrated with the right chatbots/virtual assistants. The easier it is for everyone to access the knowledge they need, the more powerful the results.
Why do you need a Knowledge Base?
A knowledge base is a central repository for all historical and present information related to your organization. Employees can contribute and gain access to information that is critical to your organization’s success. Issue resolution notes, lessons learned, contact information, rules and procedures, answers to FAQs are all perfect examples of knowledge base-worthy content.
By utilizing a knowledge base, your organization can operate more efficiently and scale faster by automating the way employees get solutions to their most common pain points. A knowledge base can also help to lessen the collateral damage when an experienced employee leaves your organization by allowing the rest of the company to have continued access to any knowledge that now ex-employee previously contributed to the knowledge base.Typically, knowledge base information is accessible via search bars similar to Google or via a visual hierarchy of folders. In most cases, users opt for the more powerful and faster search bar UI.
Chatbots and knowledge delivery is the perfect pair.
Text-based chatting has become an incredibly popular channel of communication both at the workplace and in our everyday lives. We text our closest friends to stay in touch and make plans, communicate with coworkers via email and HipChat, and can even order a pizza by simply tweeting an emoji. Text-based chat isn’t going anywhere. In fact, it’s just about to take off and revolutionize our lives even more with the addition of automated AI-assisted chatbots.
Build it once. Access it everywhere.
When integrated with the right knowledge base, chatbots can allow members of your organization - and customers - to seamlessly access the information they need to be successful by simply conversing as they would with a team member.
OvationCXM's CXM platform leverages multiple AI models to power intelligence and automation, infused into our virtual assistants and knowledge. To see how you can leverage all of the capabilities of AI to deepen and streamline your CX support, connect with us to get an introduction to our platform.
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