Knowledge Base

Explanation:

A knowledge base is a centralized repository of information that agents and customers can use to find answers to common questions or solve problems. It may include articles, FAQs, troubleshooting guides, product documentation, and more. A well-maintained knowledge base reduces the time agents spend looking for answers, improves first-call resolution, and enhances the customer self-service experience.

Best Practices:

• Keep Content Updated: Regularly review and update the knowledge base to ensure the information is current and relevant.
• Organize for Easy Navigation: Structure the knowledge base in a way that makes it easy for both agents and customers to find information quickly (e.g., categories, search functionality).
• Encourage User Contributions: Allow agents and customers to submit feedback or contribute new content to improve the knowledge base over time.
• Establish Clear Permissions: Define user rights for article access, ensuring that the right people have the necessary permissions to view, edit, or approve content.

How Daktela Can Help:

Daktela's knowledge base allows businesses to store and manage all their essential customer support content in one place. The system enables businesses to set user rights and permissions for different article folders, ensuring that only authorized personnel can edit or approve content. With article tagging, businesses can categorize articles based on topics or keywords, making it easier for agents to find relevant information. Daktela's knowledge base also supports real-time updates, so any changes to articles are instantly available to agents, improving the overall service experience.