Creating A 24x7 Helpdesk With Hosted Knowledge Base

Truly, the world today never sleeps

Truly, the world today never sleeps. Business and transactions are being constantly updated. Gone are the days when a company has to send letters for transactions or calling via telegraph for meetings. This is the world for instant service and wherever they may be, information of all kinds is always within the reach. In the world of smartphones and tablets, you cannot make your customers wait to get detailed about your product. Also there are many competitors waiting right in the back to crust you grab your market.

Customer service is one of the most important aspects of a brand nowadays and this is for all types of products ranging from FMCG (even soap and cold drinks) to consumer durables (washing machines to iPhones) and even services like newspaper and doctors. The responsibility of the customer service desk is about interacting with the client or the customer and resolve product related issues. The executive is expected to be highly knowledgeable about the product and have all details and data regarding the same. Previously, this involved a lot of paperwork, but hosted knowledge base platforms have made the world simpler for them. Also called the IT help desk department, they basically simplify interaction.

The help desk software will allow clients to save time and avoid cumbersome, lengthy phone calls and repeated queries. Clients can set various sets of questions and get support in a timely fashion and quality answers. Since, this entire web based, customers can login 24x7 all throughout the year and expect their queries to be answered. Most of the customer issues can be solved within minutes and this is where a knowledge base system comes to use. It is for more critical issues that the human resource needs to be recruited. This saves an enormous amount of time and money for the company.

Using the knowledge base is simple and is widely used to simplify answers to common queries. An employer can open up the database to his employees and this will solve internal queries and data circulation faster within the walls of the organization. Thus man to man discussion wont be necessary. All of them can come to a common platform and get their queries answered. Automation of work is another feature that will make the world easier for the helpdesk chaps. It will easily and quickly convert the tickets and allow tracking of each customer issue in better details.

The streamline that supports the process makes sure that any delay is completely eliminates. Response is instantaneous and there is a good record of the tickets being created. Thus the history of each interaction is saved for future reference and this will help in building up the FAQ page more conveniently for both parties.

Overall, hosted knowledge base software is the need of the future. It will allow clients to receive information regardless of the place and time of their issue. This high quality support in the end establishes a long term business relationship between the two parties and earns the company high profits.

by: Charles Funkel

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