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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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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 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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Employee Self-Service: The Complete Guide

Salesforce Marketing Cloud

Often made available through a web portal or internal portal, ESS usually facilitates common tasks, including updating personal information, accessing employee handbooks, and logging vacation and personal days. These sorts of routine HR tasks used to be paper-based, processed manually by staffers.

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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.

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Customer Engagement Software Pricing Guide

TrustRadius Marketing

The scores reflect overall feedback from reviewers, including for paid versions that are not considered in this section. 10 Knowledge base Email and social ticketing Ticketing trends Collaborative workflows Data centralization Freshchat 8.7/10 These include centralized customer data, knowledge base creation, and ticketing.

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

Sprout Social

That said, customer support tiers typically scale from zero to three, and include the following: Tier 0: This tier encompasses self-service portals such as FAQs and knowledge bases, along with bot support. For instance, a software company may require a more specialized support tier structure compared to that of a retail brand.