If you are reading this article, you will be interested in how to upgrade your Customer Service Help Desk with a Knowledge Management system. Pigro has developed a technology to automatically extract from the company’s Knowledge Base the most relevant information, simplifying the work of the Help Desk and Customer Care service.
If you already know the subject, you can contact one of our experts to understand how our solution can adapt to your needs or request a demo right away. Otherwise, continue reading the article to learn more!
Helpdesk and Knowledge Management
The Helpdesk is the first-level support service that aims to solve problems and provide information promptly. The satisfaction of end customers often depends on its efficiency.
There are many aspects that a company has to manage within the customer journey.
As it is a complex journey, well-organised Customer Service Help Desk software is essential. On the one hand, it should simplify the work of operators and allow them to quickly resolve all customer requests. On the other hand, it should be structured according to a strategy to increase customer satisfaction.
But for this to happen, the company needs tools to automate repetitive tasks and make the documentation useful to Support Service (often called service knowledge) easily accessible.
A good Help Desk Knowledge Management strategy makes it easier to access and share information (read also: the importance of Knowledge Sharing). This way it is possible to speed up the work both in the first and in the second level of support Help Desk, increasing the productivity of individual departments, which can communicate more easily, reducing the response time both for customer requests and for ticket management.
But what are the fundamental elements for an efficient Help Desk service and how can they be improved with a Knowledge Management System?
How to improve customer responses with knowledge management
The Help Desk has to provide answers to customer questions and problems.
But, to do this, you must first have an efficient tool that allows you to access the knowledge base helpdesk without friction.
Secondly, the information thus found must be used to respond to user requests, but in order to offer a good customer experience and ensure business customer care improvement, these responses must meet certain characteristics.
Let’s see how a good Knowledge Management strategy makes it possible to achieve them.
Problem No. 1: Efficiency
From enquiries to after-sales service, the more articulated the problem, the more the Helpdesk division needs tools to speed up this research and be able to answer the user promptly.
For this to happen, it is important that all customer relationship agents have effective and rapid access to information.
When dealing with a large volume of enquiries it is important to have all the necessary information at your disposal. Having a Help Desk software integrated with the Knowledge Management system can make all the difference.
Solution: Pigro provides consistent and precise answers and helps you to improve it
Pigro allows you to quickly interrogate all available documentation, extracting accurate and precise answers directly from your knowledge base. In addition, thanks to the Knowledge Insights feature, Pigro can analyse all your support content to suggest how to solve any issues in the documentation. For example, you can identify poorly structured documents, broken links, knowledge gaps, and more, in order to avoid slowdowns and inefficiencies.
Problem No. 2: Relevance
To solve a customer’s request, the Customer Service answer must be relevant to the question and must contain all the necessary information. Consequently, it is imperative that customers receive consistent answers to similar questions, even if they are asked differently through different business channels.
Solution: Pigro finds coherent answers to similar questions
Thanks to its conversational interface based on the company’s Knowledge Base, Pigro retrieves the most relevant content according to what you are looking for. In this way, customers can obtain information even with a do-it-yourself search, while the customer service team can speed up the search for answers within manuals and product sheets, increasing productivity.
Problem No. 3: Speed
For services such as Helpdesk and Customer Service, the time factor is crucial at every stage of contact:
- before the sale: in which the potential customer makes use of every aspect to assess the brand and decide whether or not to go ahead in the buying interest;
- during the sale: a late response would not only build up a bad company reputation but would risk losing customers who have a quick buying decision;
- after-sale: a satisfied customer will return to buy that product again and, in this choice, is influenced by many factors, including the speed of resolution of his or her problems.
Solution: Pigro gives clear-cut answers directly from the knowledge base
By searching for answers within a centralized repository, the Helpdesk division can resolve customer issues quickly, reducing the workload on operators who can concentrate on solving higher-value problems. Pigro also provides accurate and precise answers to the users, with the possibility of viewing the entire document.
Problem No. 4: language to use with the system
Customers address the Helpdesk through a targeted question. Why not consult the Knowledge Base by asking that question directly?
Knowing already how to query the documentation, without the need to rephrase the question or identify keywords, speeds up the process and provides prompt answers to the customers.
Solution: with Pigro you can query your knowledge base in natural language
Pigro allows Helpdesk operators to query the company’s Knowledge Base by asking questions in natural language, like a real search engine, and getting answers starting with the most relevant one, with the relative reference files.
Thanks to a conversational interface, it acts as an internal Helpdesk, answering employees’ questions asked in natural language. It makes company policies, procedures and any information immediately available, without bothering colleagues or other departments.
All types of content in one platform
Before you know the answer to your customer’s question, you need to know where to find it. And within a huge amount of disorganised and chaotic documentation, it is difficult to be quick and efficient.
Many times in fact the problem is not the information but the difficulty in finding it.
Knowledge Management solutions allow you to create documentation within a platform, ensuring that knowledge is immediately available to the whole company, thus increasing customer satisfaction and brand awareness.
Pigro optimises the Knowledge Management software implementation with AI
Pigro not only unifies all documentation within a single platform, but also allows you to quickly query it and share information across divisions.
It also imports any type of content from any repository, integrating with all systems already in use and thus reducing setup times. It makes user manuals, product sheets, website or social content, FAQs, tickets, internal documentation and any content in a digital format immediately accessible.
The goal is to transform and accelerate business processes through the adoption of digital solutions based on Artificial Intelligence, as well as developing new models and operational tools that bring efficiency, agility and cost reduction.
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