
Putting a Voice to your Key Support Knowledge
We need to acknowledge that there are two clear classes of callers. First, the web-oriented callers who have already tried all our web resources, were unable to solve their problem, and are now on the phone. Those callers need to be directed to an agent and encouraged to continue to use self help.
Second, are callers who have not used the web - either it’s not convenient (they’re mobile) or they just didn’t bother. In any case, BOTH know there’s a website. Just telling them there’s a support website is a waste of their time and precious telecom costs.
That’s a shame, when it’s relatively easy to help callers with knowledge base content right on the phone. Or, just a way to guide callers to specific information online - not general message, but a specific page that will help.
The question is:
Why aren’t companies making this information available over the phone?
If you’re in charge of providing telephone-based support at your company, I have to ask — are you leveraging this information across all customer interaction channels, including Web self-service and voice self-service?
The reality is that some customers will use Web support and some won’t. In many cases, customers have tried Web support, but couldn’t easily find a solution.
Others might not have tried Web support at all — some customers are unable (not near a computer, technologically challenged, etc.) and a few are unwilling — they would prefer to speak with a live customer service representative at any cost.
For these reasons, your technical support line continues to ring (and ring). And every call handled by a live agent is costly, cutting into ever-narrowing profit margins.
When customers have reviewed all your Web articles, and are willing to wait any length of time, it is difficult to decrease the business impact of these calls.
For all other callers, however, using voice automation to access your knowledgebase can save up to 90% per call.To successfully automate a large percentage of routine technical support calls, there are five key best practices to keep in mind.
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5 Best Practices to Make Your Knowledgebase “Talk”
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