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6 Tips to Scale Knowledge Base Content That Truly Helps Customers

BenchmarkONE

A well-conceived knowledge base can act as a useful virtual self-service portal for your customers. If you’re confused about why you should invest time and effort into creating one, look at the following statistics: As per Forrester , customers prefer knowledge bases over all other self-service channels.

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Top 10 customer service software tools

Sprout Social

For example, most customer service tools track a range of customer service metrics like: The volume of queries received Response time Response rate Resolution rate Benchmarking these metrics can uncover opportunities to improve your service and optimize your customer service team’s processes. Will your software integrate with your CRM?

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HubSpot’s March 2023 releases: The manager’s guide

Martech

” For example, create a filter for contact records created in the last seven days and save that view to easily revisit it without inputting a different date range each time. That process was difficult to maintain and often resulted in emails sent to contacts by mistake.

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9 Chatbot builders to enhance your customer support

Sprout Social

Amazon Lex knows when to seek answers from knowledge bases, ask for clarity or direct users to human agents, enhancing the overall customer experience. The platform offers a diverse range of ready-to-use templates tailored to different business needs, further expediting the bot creation process.

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AI-powered martech releases and news: Jan. 18

Martech

” The hallucinations range from factual errors to content that’s biased and even dangerous. The partnership allows users to onboard the Ada AI Agent to the Dixa Knowledge Base, analyze and coach the AI Agent’s performance, and handoff to a specialized agent within Dixa’s platform.

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NBCUniversal launches comprehensive NBCUnified platform

Martech

At CES, NBCUniversal announced the launch of NBCUnified, a first-party identity platform that pulls together consumer data from across the company’s wide-ranging touchpoints, including premium video content, e-commerce, sports, subscriptions and theme parks.

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6 Easy Ways to Celebrate Customer Service Week All Year Long

Salesforce Marketing Cloud

Trailhead , Salesforce’s online self-paced learning platform, offers a range of topics from communication skills to AI in customer service. For example, you might ask a team member to conduct a short training or presentation on a topic of their choosing, such as how to write a knowledge base article.