{"id":820,"date":"2019-04-02T14:33:19","date_gmt":"2019-04-02T12:33:19","guid":{"rendered":"https:\/\/outvanceprod.wpengine.com\/self-service\/"},"modified":"2021-03-04T17:11:03","modified_gmt":"2021-03-04T16:11:03","slug":"self-service","status":"publish","type":"page","link":"https:\/\/outvance.com\/en\/self-service\/","title":{"rendered":"Self-service"},"content":{"rendered":"

Customers orient themselves 100% online. During a purchase and after delivery, your website or web shop is the primary channel where customers look for answers to questions.<\/p>\n

A knowledge base with all questions and answers helps customers and employees. The knowledge base can be used for all your customer contact channels. On your online shop, website, chat, e-mail, telephone and social media.<\/p>\n

With online self-service you give your customers 24 x 7 support. This increases conversion and reduces the costs of your customer service.<\/p>\n<\/div>

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Advantages of self-service and a knowledge base<\/h2><\/div>
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Less training for employees<\/h3><\/div>
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24 x 7 support for customers<\/h3><\/div>
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Insight into customer questions<\/h3><\/div>
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Higher response rates<\/h3><\/div>
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Lower costs per contact<\/h3><\/div>
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Higher customer satisfaction<\/h3><\/div>
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Our approach<\/h2><\/div>

Knowlede management is a process in which a knowledge base is filled and completed in a structured manner. We have experience with various systems such as Zendesk, Freshdeks, Trengo and Polly. Our approach consists of the following steps:<\/p>\n

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  • Determining the objectives of knowledge management<\/li>\n
  • Description of customer profiles and customer journeys<\/li>\n
  • Gathering the available knowledge in your organization<\/li>\n
  • Drawing up procedures for the management of the knowledge base<\/li>\n
  • Designation and training of involved employees<\/li>\n
  • Processing knowledge, publishing and testing<\/li>\n
  • Analyzing customer questions and expanding the knowledge base<\/li>\n<\/ul>\n<\/div>
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    Launching online self-service?<\/h2><\/div>
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    Self-service can lower the number of live contacts, shorten the training of employees and increase customer satisfaction.<\/p>\n

    You can employ us for advice, selection, implementation and management of knowledge management systems.<\/p>\n

    Mail your details and we will contact you within 1 working day. Of course, you can also call or e-mail us.<\/p>\n

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    • 24×7 support for your customers<\/li>\n
    • Satisfied employees<\/li>\n
    • Insight into customer questions<\/li>\n
    • Less live customer contact<\/li>\n
    • Lower costs per contact<\/li>\n<\/ul>\n<\/div>
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