How often do you have a situation where two members of your support team are answering almost identical queries from customers at the same time? Or are there certain questions that your agents answer repeatedly?
Support teams can be inundated with calls that could have been easily solved by simple access to relevant knowledge topics. And even when customers reach a support agent, they can be frustrated by the lack of that agents knowledge to answer their questions.
Workbooks CRM can help you bridge the knowledge gap for most effective customer service.
Create Knowledge Base Cases with details of problems and solutions.
Build Email templates to store answers to common questions and ensure communication is consistent.
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For most service teams this is a fairly common occurrence. Similar issues crop up again and again, customers have to make contact each time, and the organization has to deploy resources to deal with the query.
How much better would it be if the first time the query arises and an agent answers it, that information was captured and then shared with all agents and customers, so that the next time a customer has a query they can simply search online to find the answer?
CRM from Workbooks makes this possible. It uses the wealth of knowledge your team builds up when dealing with clients to improve the quality of service your organization provides. You can record common problems and solutions, and ensure that the information is easy to find on your Knowledge Base.
It also allows you to build email templates where you store answers to common questions. This not only saves time and effort for customers and agents, it also make sure you give consistent and correct answers each time.
Agents themselves have access to the knowledge base. There they can find information on previous similar cases or articles that are relevant. This gives them the information and expertise they need to provide high quality, useful advice to customers.
Over time the knowledge base becomes more complete more accurate, and more useful. It delivers significant efficiencies, and for the large proportion of customers who would prefer not to have to contact a service desk at all it provides a far better experience.
Automatically create cases and set priorities. Assign tickets to individual users or groups (queues). Track all emails, notes and activities in one place. Synchronize with Outlook, Exchange/Office365 or Google Apps.
Maintain visibility of performance to your agents with reports & dashboards, and display them on a screen to drive behavior day-to-day. Make key customer metrics visible to management for better decision making.