Why does your call center need a knowledge base?
Your call center is the hub of information for your customers. It’s where problems go to be solved – and the faster they’re solved, the better. At the same time, call centers are notorious for their insanely high turnover rate. According to McKinsey & Company, most call centers experience an average turnover rate of up to 60% each year. Yikes! Losing so much institutional knowledge so frequently doesn’t bode well for faster resolutions.
Enter the knowledge base.
Knowledge bases are the harbingers of solved problems. They’re a single source of truth that holds all the pertinent information your agents need to answer inquiries as fast as possible without needing help or wasting time searching through a bunch of sources.
Having a centralized repository of FAQs and product specs, policies, and best practices, agents can answer questions faster, which obviously leads to better customer service. But, that empowerment to answer questions autonomously also reduces the pressure on agents, making them happier at work. And happier agents tend to stay in their seats longer than their unhappy, unempowered peers.
But how do you know what kind of call center knowledge base software will help your agents? What should you look for? What tools are the best on the market? Don’t worry – we’ve got you covered.
What to look for in your call center knowledge base software
When you’re evaluating call center knowledge base software, there are a few key features to look for that’ll help you get the most bang for your buck. Here are the seven that top our list:
1. It’s an easy-to-use interface.
A user-friendly interface allows users to access information quickly and efficiently, without requiring extensive training or technical expertise.
2. It has search functionality.
The software should have robust search capabilities to enable users to find information quickly and easily. The search function should be able to search across multiple types of content, including text, images, and videos.
3. You can organize and categorize your content.
The software should provide a way to categorize and organize content, allowing users to easily navigate through the knowledge base and find the information they need.
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4. You can add customizations.
Top knowledge base software should allow users to customize the appearance and functionality of the knowledge base to meet their specific needs. This includes the ability to add logos, change colors, and create custom templates.
5. It’s secure.
The software should provide robust security features to protect sensitive information. This includes the ability to control who has access to certain content and to set permissions for editing and publishing.
6. You can track your analytics and reporting.
Top call center knowledge base software should provide analytics and reporting tools to help users understand how the knowledge base is being used and identify areas for improvement.
7. It integrates with your other tools.
The software should be able to integrate with other tools and systems, such as customer support software, to provide a seamless user experience.
Now that you know what you’re looking for, let’s finish up by looking at some knowledge base software that can make your customer and agent experience stand out.
Call Center Knowledge Base Software
1. Capacity AI
We might be a little biased, but this is the top-of-the-line when it comes to call center knowledge base software. Capacity’s at parity with all of the competitors as far as table stakes functionality, but it also adds AI. It uses natural language processing and machine learning to understand customer requests and provide them with accurate answers in real time. Additionally, with its analytics dashboard, Capacity helps you track and measure team performance so you can better serve your customers. Plus, you can try it for free!
2. Helpjuice
Helpjuice is a knowledge management software that offers features like customizable templates, analytics, and search functionality. It includes a chatbot feature that can help users find answers to their questions.
3. Document360
Document360 is a knowledge base software that offers features like customizable templates, version control, and analytics. And it includes integrations with popular third-party tools like Slack, Trello, and Jira.
4. Atlassian Confluence
Atlassian Confluence is a popular knowledge management software that allows users to create, organize, and share knowledge across teams. It includes features like rich text editing, content categorization, and search functionality.
5. KnowledgeOwl
KnowledgeOwl is helpful for call centers looking to set up a self-service option for their customers. It comes with enhanced search capabilities, automated workflows, and detailed analytics to help you track customer queries and improve your customer service over time.
6. HubSpot
HubSpot provides enhanced search capabilities, letting users quickly and easily find the information they need. It also offers automated workflows to streamline customer service processes, and detailed analytics to track customer queries and improve customer service.
7. ProProfs Knowledge Base
ProProfs Knowledge Base is a cloud-based knowledge management software that offers features like content creation, categorization, and search functionality. It also lets businesses create custom branding and analytics reports.
8. Guru
Guru has a knowledge base software with features like search capabilities and ways to organize information so people can quickly find what they need. It also helps keep track of the work done at the call center and makes sure everyone is doing their best.
No matter what you’re looking for in call center knowledge base software, there’s something out there that’ll meet your needs. From AI-powered solutions to customizable templates, the options are endless. It all comes down to finding a tool that fits both your budget and your customer service requirements.
Make your customer experience stand out. Request a personalized demo today!
