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How You Can Write a Good Knowledge Base Article

Salesforce Marketing Cloud

Your customers can easily get the answers they need with knowledge base articles, which are informative help articles on your site. Service agents can also use knowledge base articles to solve customer problems and reduce their average handle time. What is a knowledge base article?

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How to make the most of your marketing work management solution

Martech

These solutions go beyond project management, simplifying and revolutionizing critical business processes for better outcomes and performance. This knowledge base should include guidelines on: Figuring out when to use the work management tool versus other tools to make sure everyone on the team is on the same page. Get MarTech!

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5 Ways to Revolutionize Your CX Strategy with AI

Marketing Insider Group

AI will make people more efficient, effective, and just plain good at what they do without removing them from the decision process. Leverage AI Tools for Quality Assurance Quality assurance (QA) grading can be a complex, time-consuming process for CX teams, especially if teams are still using spreadsheets. But it, too, has older roots.

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3 Ways to Take Your Self-Service Customer Service From ‘Meh’ to Marvelous — Quickly

Salesforce Marketing Cloud

We found that 67% of organizations are now tracking case deflection, typically done through customer self-service or automated processes. To give customers this option, you can provide: A help center, also known as a knowledge base , where customers can search for answers to common questions. Turns out, it’s a lot.

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A Quick Guide to Automated Customer Service — And Why It’s Actually Good for Humans

Salesforce Marketing Cloud

For example, automation can help your support teams by answering simple questions, providing knowledge base recommendations, or automatically routing more complex requests to the right agent. You can include a contact number or links to knowledge base articles so they know what to do next.

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Contact Center Automation: Your Guide to Efficiency and Customer Happiness

Salesforce Marketing Cloud

When you automate processes in your contact center, your agents can work more efficiently and provide better support for customers with more complex issues. Let’s look at six ways you can use automation in your contact center today: Chatbots : Leave tasks like order tracking and scheduling appointments to chatbots.

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Customer service tiers: What they are and how to create them

Sprout Social

In this guide, we explain the basics of tiered support, along with tips on how to tailor the approach to your social customer care processes. Customer support tiers bring much-needed order to your case management strategy. The process begins with adding a new User Team. What are customer service tiers?