Definition updating knowledge
Create and use Macros: A simple and effective way to streamline your customer service workflows is to create macros.
Macros allow customer service requests to be answered with a single, standard response, which saves you the time and effort of creating a separate response to each customer that has the same issue. Establish a reference system: All articles should be assigned a unique ID for quick reference.
And according to the Harvard Business Review: And one of the best ways to deliver a timely and high quality service is to use a customer service knowledge base.
When creating a new knowledge base entry, customer service agents should first search the knowledge base to see if an article with a similar topic currently exists.And that, is the name of the game (as shown in the chart below): Many businesses are overwhelmed by the idea of creating a new knowledge base and instead, choose to stick with their less efficient system.