Lessons Learned: Building a Digital Customer Service Strategy isn't Easy
Most companies are transforming their customer service strategies from voice to digital but still don’t have it all figured out.
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- 27. Mar. 2019
- 13. Mar. 2019
3 reasons to use a Knowledge Base with Salesforce Lightning
Salesforce is the top CRM system today but in order to best serve your customer across all channels, your company’s internal knowledge has to be accurate, up-to-date and easy to find. Ensure all three with a knowledge base.
Read more- 25. Feb. 2019
4 Challenges of Implementing a Knowledge Base
Implementing a knowledge base can bring substantial long-term improvements. But introducing new software requires careful planning in advance. Here are four common pitfalls companies fall into and how to avoid them.
Read more- 04. Feb. 2019
How to Choose a KCS or non-KCS Knowledge Management Approach at your Company
As communication channels proliferate and information is created in a just few clicks, knowledge management is increasingly critical for customer service organizations.
Read more- 24. Jan. 2019
5 Trends Transforming Customer Service in 2019
From the rise of chatbots to AI and voice, here are the top 5 trends driving change in customer service that we’ve identified in Unymira’s latest study.
Read more- 05. Dec. 2018
5 Best Practices on how to implement a Knowledge Base
Implementing a Knowledge Base in your organization can be a time-consuming process. Many companies avoid implementing a Knowledge Base because they have had a negative experience with their homegrown solutions or former knowledge initiatives. That's wrong.
Read more- 10. Oct. 2018
Salesforce Dreamforce 2018 Recap
At this year’s Dreamforce Conference by Salesforce more than 170,000 attendees participated in 4 exciting expo days at an impressive National Park setting in San Francisco to discuss the future of Customer Service.
Read more- 13. Sep. 2018
Is a Professional Knowledge Base Worth the Investment?
A professional Knowledge Base is usually an investment into a new software product that aims to improve processes for a certain department. This article will outline a possible impact that a professional knowledge base can make in a contact center environment.
Read more- 10. Jul. 2018
Professional Knowledge Base Versus SharePoint
Knowledge is an essential part of every organization. As an organization grows knowledge that is essential to the functioning of the organization is acquired. Organizational knowledge can range from the very basic, knowing the vendors with whom the organization does business, to more complex
Read more- 01. Jun. 2018
Why Does Customer Service Suck?
“A satisfied customer is a returning customer” this is a secret that every business owner knows and believes in; when customers are happy with the products they purchase and with the service that they receive they are likely to be repeat customers and to share their positive experiences
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