Empower your customer service team with integrated information in a seamless and accessible knowledge base system.
Agents spend more time searching for answers or verifying information, resulting in slower response and resolution times.
Agents could provide inconsistent or outdated information, leading to confused and frustrated customers.
The long flow to access accurate information make agents struggle to resolve issues efficiently, leading to lower customer satisfaction ratings.
A knowledge base system is a centralized and structured repository of information and data. It acts as a bank for knowledge about your company, products, and FAQs.
Internally, a knowledge base system can house various types of information, including internal policies, updates, onboarding materials, strategies, summaries, company values, and Standard Operating Procedures (SOPs).
Externally, a knowledge base system helps to enhance your customer service quality by providing a self-service platform that is accessible 24/7 by your agent or customers. You can store answers to common questions or information about a product, service, or specific topics.
Mekari Qontak Knowledge base offers crucial benefits for your customer support team:
Yes, articles that are created and stored in the knowledge base system will have a URL that is accessible to both internal and external parties.
There are two easy ways for agent to access the articles in the knowledge base:
Additionally, all information are searchable by typing relevant title keywords.
Together we redefine excellence in customer support.