在客户服务行业, 知识库 一词指的是数据库或平台,是用来回答产品/服务相关问题的在线自助服务图书馆。它的主要作用是存储与企业、企业产品、服务、流程和部门等相关的信息。
企业在他们的知识库中投入时间、金钱和其它资源来帮助客户独立解决与产品或服务相关的问题。客服代理无需处理客户能够独立解决的工单,因此企业可以减少工单负载并节省大量成本。
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甲骨文和Forrester咨询的一项研究计算出多种渠道的单词联系成本。拨打电话的单次成本为11美元,实时会话的单次成本为5美元,电子邮件为2.50美元,而网络自助服务则只有0.10美元。
我们来快速计算一下:如果您的客服代理每天处理50个呼叫,您的企业每周就将花费$2750!如果再加上每天实时会话和电子邮件回复的成本,最终总成本将十分高昂。这不一定是什么糟糕的事情,因为您的客户值得拥有卓越的客户服务(您的企业也应当为他们提供这样的服务。)
但是,如果您能够创建一个空间,客户可以在里面独立找到大部分问题的解决方案,何乐而不为呢?Aspect软件的数据 表明,73%的客户愿意独立解决与产品或服务相关的问题。Steven Van Belleghem的研究发现,70%的受访客户希望企业网站提供客户自助服务选项。另外,根据埃森哲的报告,通过在客户服务中增添自助服务选项,企业每年能够节省100万至300万美元。
创建知识库能够为您的客户、服务代理和企业带来益处。为帮助您着手创建知识库,我们制作了一些 免费模板,您可以用来回答产品或服务相关问题。请牢记,如果代理能够正确回答客户的某个问题,那么其他上百甚至上千位顾客通过阅读该回答就能解决同样的问题。
Hello [Name],
Thank you for asking about [product’s/service’s] features. Here’s a list of some key features that product/service] provides. If you’d like to learn more, each item on the list includes a link to a more detailed description of the feature.
Feature 1
Feature 2
Feature 3
If you have any other questions related to [product’s/service’s] features, please head to this section of our knowledge base [a link to the section dedicated to the product’s/service’s features]. If this content doesn’t answer your questions, try consulting other customer portal users or reach out to our customer service agents.
Thanks for being a part of our community!
Best,
[customer service agent’s name]
Hi [Name],
I’m so sorry to hear that you experienced some technical issues with your [product name].
We created [product name] to be as reliable and easy to repair as possible. Please read this short manual on how to solve the most common issues our customers face.
If that doesn’t help, please review this list of our authorized service providers [link] and schedule an appointment to get [product name] fixed.
Remember to have your customer ID with you – our company covers the costs of [the first/two/three] repair[s] 🙂
I hope that helps!
Best,
[customer service agent’s name]
Hey there!
We are happy to get to know your suggestions about the improvements we could introduce to [product/service]. Your remarks are really on point and provide ideas that could make [product/service] better.
[Company name] values opinions and feedback from our customers. That’s why we’d love for you to fill out this quick feedback form [link to a feedback form].
It consists of a few [product/service]-related questions that are a bit more in-depth. Your answers will help us understand your ideas better and, hopefully, allows us to put them into practice.
We are waiting for more information from you!
Thank you for helping us improve [product/service].
[Customer service agent’s name]
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