Your service agents need to deliver the best answer to your customers the first time, every time.

This is especially true now that mobile and social tools mean consumers are more connected than ever. Each second counts when trying to find the best answer.

Most support organizations have some form of knowledge solution with information agents use to answer customer questions.

These range in complexity from FAQs and Word documents to multiple, complex knowledge base systems.

The challenges of multiple sources of knowledge include:

• It can make answers hard to find

• It can result in duplicate documents

• It can make it difficult to update duplicates with new info

• It can lead to multiple bad sources for agents

• It can result in a negative customer experience

If you are going to provide a frictionless service experience that customers expect, you must equip all of your agents and employees with access to the right answers at their fingertips. Fortunately, technology exists today that can empower your agents with the answers they need.

When evaluating knowledge base solutions, ensure that they can deliver on the following:

1. Multi-channel

One unified knowledge base for customers and agents, and across all channels.

2. Multi-product

One unified knowledge base across all brands and product lines.

3. Mobile Enabled

Deliverable via any device.

4. Ability to integrate

Including into your case management and customer service processes.

5. Ability to create new knowledge articles

For agents (and the consumers of the content).

6. Predictive

Surfaces the right information quickly, enabling agents to deliver the right answers with speed.

Learn how your business can provide consistent and effortless service for your customers. Just click the button below to read this free e-book.