Creating a High-Quality Knowledge Base

Presented by

Simon Yelsky

About this talk

LESSONS IN CUSTOMER SERVICE FROM THE MASTERCHEF KITCHEN! If you’ve ever watched MasterChef, you know that the pantry is stocked with only the finest ingredients – a prerequisite for any great meal. And the home cooks’ dishes are judged not only on their flavor but also on how they look. There are a couple of lessons here for your customer service: - Without a basis in quality, you can’t provide a great customer experience; and - Presentation matters Learn about the ingredients that determine knowledge quality and enable you to provide superior customer support experiences: - How to write high-quality knowledge articles - How to design article templates for the most effective knowledge delivery - KCS article quality index (AQI) considerations You will also see a demo of the RightAnswers automated Knowledge Quality tool that improves the quality of your knowledge as it’s being created, eliminating manual operations – because you have enough on your plate already!

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www.rightanswers.com RightAnswers is the #1 provider of cloud-based knowledge management, web and mobile self-service and social knowledge solutions designed to transform customer service and deliver remarkable customer experiences. The company’s flagship product, RightAnswers Enterprise Knowledge Hub, is a unique combination of software, services and knowledge automation that encourages enterprise-wide collaboration and knowledge sharing. RightAnswers software is not only verified for Knowledge-Centered Service (KCS), the leading knowledge management methodology, but also provides KCS workflows and templates out-of-the-box, for the fastest KCS onboarding. Our 450+ clients around the globe, including Fortune 1000 companies, financial services firms and government agencies, use RightAnswers seamlessly integrated with their CRM, ITSM or other customer service software to streamline their processes, increase knowledge adoption and usage, deflect more calls to self-service and save millions of dollars a year.