Free Knowledge Management for Help desk and Customer Care: How to build an effective knowledge base - a roadmap to success

Description Knowledge Management for Help desk and Customer Care: How to build an effective knowledge base - a roadmap to success

This book is divided into two parts.In its first part, it presents conceptual core definitions of knowledge management, with a theoretical basis and synthesis arising from research made in several publications, among books, articles, white papers and blogs. The result of this work is a summary of huge material, facilitating the introduction to the subject and understanding thereof.The focus of the book, however, is not restricted to knowledge management in itself. It is not a work which exhausts the subject, although it is a good reference for those wishing to be introduced to the issue.The objective is to present a practical proposition for development of initiatives of knowledge management applied to help-desk and customer-care. To achieve this, the first part of the book also presents concepts of KCS (Knowledge-Centered Service), a set of practices and a specific methodology focused upon technical support, to improve the efficacy of resolving problems. KCS, however, is not limited merely to solving problems, being able to be adapted to handling requests in general.KCS is the result of compiling best practices and discussing initiatives by a group of large information technology companies, which formed a consortium to share ideas and experiences.The areas of technical support, whether in help-desk or in customer care, depend upon the qualification of the people involved in the process, and this in turn depends upon knowledge. Indeed, how can one resolve a problem without knowing the subject concerned? The worst is that such subject is usually a technical issue, or is related to something technical, as the functioning of software or a product. Even in the cases of requisitions, where the agent does not go to resolve a problem, but to render a service to handle a request, knowledge is required: how to proceed to fulfill the necessity, or to whom and how forward the requisition, and what information is necessary? And if the requisition is a request for information, where to search for this information to pass to the requestor?KCS was created, with certain assumptions common to knowledge management, to deal with obtaining, sharing and transmitting knowledge to improve service, involving incidents and problems. As the methodology itself determines, it can be adapted to aid in forming a useful knowledge basis for handling requisitions. In the first part of the book KCS is presented and commented upon in a detailed manner, including its concepts, objectives and practices. As the theoretical concepts are presented and explained, and that, therefore, a context is provided, in its second part the book develops and presents a practical proposal of planning and implementing a knowledge management system using the practices of KCS. What is being proposed is the use of the conceptual basis of KCS, but not being limited thereto. Indeed, a roadmap resulting from the concepts as well as the experience and a certain creative boldness of this author is presented. The model proposed is something practical and applicable in companies of any size which have areas of technical support, service-desk, shared services or customer care. As they are practices suggested, they can be adapted, obviously, but their structure has a composition which allows the understanding of the themes in a logical and clear sequence, without ever losing sight of the essential academic concepts of knowledge management and KCS, obviously.

Knowledge Management for Help desk and Customer Care: How to build an effective knowledge base - a roadmap to success PDF ePub

How to Build an Effective Support Knowledge Base ~ Read or Download How to Build an Effective Support Knowledge Base: Everything You Need to Know about Documentation from our The Ultimate Guide to Customer Support e-book for FREE and start learning today!

The 20 Best Help Desk Apps and Knowledge Base Tools for ~ These apps also help you build a knowledge base full of help documentation so your customers can find quick answers to common questions. Here are over 20 of the best customer service apps that keep your support ticket queue under control and your sanity intact.

(PDF) Knowledge management: Practices and challenges ~ Knowledge management (KM) is a process that deals with the development, storage, retrieval, and dissemination of information and expertise within an organization to support and improve its .

Knowledge Management Systems: The Ultimate Guide ~ A knowledge management system, when done well, can help you increase customer satisfaction, decrease customer support costs, and increase overall customer success ROI in your organization. While the tactical aspects of knowledge management systems can vary, the purpose is the same: Educate your customers so they can successfully use and interact with your products or services.

Create a Knowledge Base Template from Scratch. ~ It’s easy to confuse a knowledge base article and a FAQ article, since both are designed to help your customer self-serve. The difference between a knowledge base article and a FAQ article are: Knowledge base or instructions articles offer more room to explain the why and how of a product’s features and functionality.

21 Goals for Customer Service Teams to Strive For in 2021 ~ 10. Consider billing for customer success. Some businesses sell premium customer success services (e.g. custom implementations and onboardings). Determine whether it makes sense for your business to do the same. This may not work for all of your accounts, it depends on your product or service and customer base, but it may make sense in some cases.

Creating & Managing a Knowledge Base: The Ultimate Guide ~ The truth is, building a knowledge base doesn’t ensure it will actually be successful (or even useful for that matter). First, the customer has to actually be able to find answers to their questions. This brings user experience, design, architecture, and even SEO into the mix.. Second, they need to be able to understand your help documentation and to be able to take action based on the .

How To Build a Customer Centric Culture in Your ~ Make your IT help desk simpler and faster. Remote Teams. Make your IT help desk simpler and faster. . things to keep in mind while managing a remote customer service team How to write good internal notes for support How to Build a Knowledge Base How to provide effective customer service for B2B customers 2020 at . Celebrate Customer Success.

20 Customer Service Training Ideas and Activities ~ Free Download: 50 Customer Service Training Activities for Live Chat and Telephone Teams. A professional and effective support team is helpful to customer loyalty. The activities in this eBook can be great training materials to help your support agents chat professionally with customers.

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The Complete Idiot's Guide to Knowledge Management ~ Enter your mobile number or email address below and we'll send you a link to download the free Kindle App. Then you can start reading Kindle books on your smartphone, . Knowledge Management for Help Desk and Customer Care: How to build an effective Knowledge Base - a roadmap to success Juliano Statdlober. 4.0 out of 5 stars 3. Paperback. $14.99.

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Customer Relationship Management - onebusiness.ca ~ CUSTOMER RELATIONSHIP MANAGEMENT This booklet is designed to help small and medium business . owners understand the basics of customer relationship management (CRM) and, more specifically, how the Internet can help you implement CRM in your business. If you want to understand how to better meet your clients’ needs, this booklet is for you.

SaaS Knowledge Base Solutions: Are They Worth It ~ If your time-to-market in any way depends on having a self-service knowledge base solutions available, choose a SaaS solution. 4. More cost-effective. The great thing about dedicated knowledge base solutions is they are usually leaner than full-stack help desk solution – thus making them cheaper.

10 Knowledge Base Examples That Get It Right - Help Scout ~ 10 great knowledge base examples. From top to bottom, a knowledge base should be educational, motivational, and organized. It must answer common questions efficiently to save customers time and confusion. Most of all, a knowledge base should build upon itself to coalesce into an educational archive that’s accessible and practical.

27 Best Freelance Helpdesk Specialists For Hire In January ~ A customer support ticket that comes in through phone, email, or any other channel your team uses will most often hit the help desk, where an agent will work to resolve the issue or gauge whether it needs to be escalated higher up the knowledge ladder.

What is KM? Knowledge Management Explained ~ The classic one-line definition of Knowledge Management was offered up by Tom Davenport early on: 'Knowledge Management is the process of capturing, distributing, and effectively using knowledge.' Probably no better or more succinct single-line definition has appeared since.

Best Help Desk Software - 2021 Reviews & Comparison ~ 5. Free help desk software. Free help desk solutions are bundled with curtailed functionalities, with some working as good as the premium versions in circulation. For businesses with an appropriate number of users and administrators, free versions may come in handy especially when the budget is limited.

Customer Service Management - CSM - ServiceNow ~ Customer Service Management includes powerful platform capabilities so you can quickly build and deliver apps to accelerate your digital transformation. Explore Platform Delightful user experiences Provide a modern experience with personalized mobile apps, self-service portals, and contextual collaboration.

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