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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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CRM Software Selection Guide?

TrustRadius Marketing

The hardest part of choosing a CRM is knowing what to look for and consider. It’s surprisingly easy to go through the whole selection process and buy the wrong software (many reviewers have said as much). Companies often forget about team input, review sentiment, and research the vendor’s reputation. What is a CRM?

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How to create a complaint management system to protect your brand reputation

Sprout Social

A UK restaurant even made headlines for its owner’s heated responses to poor reviews, proving not all publicity is good publicity. Create engagement opportunities From social media to review sites, there are many different ways for customers to provide feedback publicly. But the way you respond to them makes all the difference.

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Knowledge Management: How To Retain Agent Expertise If They Leave

Salesforce Marketing Cloud

Ideally this knowledge is available in a centralized digital library that agents, field service technicians, and customers can access from anywhere for fast, quality service. You likely have FAQs and knowledge base articles to guide your contact center agents and field service technicians, but how often is that information updated?

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How to Use Big Data to Improve Customer Service

Biznology

With the right CRM solution, you know customers’ location, previous purchases, communication preferences, loyalty status, or support inquiries. A CRM system helps you close the customer service gap. That is where, again, integrating your customer support tools with a CRM system can help. Review email service reports.

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4 Ways Your Contact Center Can Get Started With Generative AI

Salesforce Marketing Cloud

When grounded in your customer data and knowledge base, you can personalize these generated replies, making them more trustworthy. Agents can review the suggestions from the model and easily send. Katie reviews the message and confirms the policy, then sends the message and removes the charge from Jane’s account.

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Customer Engagement Software and Strategies for Enterprises

TrustRadius Marketing

We’ll also review some of the most popular customer engagement tools for enterprises. Enterprise Knowledge Bases. A knowledge base is a collection of articles, guides, FAQs, and discussion boards where users can find answers about your products and the pain points you can resolve.