The experience of your service staff is collected in a central information pool and shared with other colleagues. The introduction or expansion of a knowledge database is ideally suited to implement or expand the process of knowledge assurance in the service area in a uniform and structured manner. The collection of solutions can be constantly supplemented by new entries from the helpdesk staff. Thus, useful suggestions for problem solutions flow together in one place, which otherwise would have to be researched individually and sometimes laboriously by support staff.
With the help of this knowledge database, not only can service requests be processed and problems solved promptly, but the efficiency of helpdesk and ticket management workflows can also be increased. Your support staff can provide your customers with a detailed answer for almost every request. Access to this central knowledge base significantly accelerates the ticket processing process and also the on-site deployment of your field service, so that the case can be dealt with at short notice.
To work efficiently with FAQs, they must be found quickly and easily. To ensure this, PisaSales CRM suggests the appropriate FAQs already when entering a service notification or ticket. Additional tagging, links to related FAQ entries and a high-performance full-text search ensure quick access to the right information. After creating a FAQ, a list with keyword suggestions can be opened.
The PisaSales CRM determines suggestions by evaluating the contents of the fields keyword, question, answer and product selection. A list is then validated and your service employee selects suitable keywords. In case of a future service request with a similar problem, a quick search is sufficient and the customer’s problem can be solved quickly.
With a knowledge database you can store the experiences of your employees and facilitate problem solving and the pre-evaluation of service measures. Both technicians and other employees can benefit from the archiving of problem solutions, as an internal transfer of knowledge is guaranteed.
The resulting performance improvement not only has a positive effect on your customers. The improved internal employee communication also ensures a long-term consolidated organizational structure in your business unit.
The PisaSales service app offers your service field staff fast access to all information required for service work and allows you to act in a highly qualified manner at your customer’s site. Documents belonging to an FAQ or media files such as videos can also be called up with the service app and optimally complete the information in the knowledge database.