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IT Solutions (Knowledge Base)

One of the Responsibilities of the IT team is creating knowledge base (K-Base). It plays a vital rule in every company, guiding both employees and customers to navigate the business process. The K-Base contains all the information need by the employee to assist the customer in their inquiries. Also providing answers to the customers frequent asked questions. A good K-Base offers variety of options in facilitating the customer journey. By introducing articles, FAQs, products/services manual, tutorials, troubleshooting guides & company’s policies. The importance of K-Base is unappreciated, they help you reduce cost of scaling customer service team by offering answers and solutions to the customers. So, you free your agents to deal with large number of customers who have special requests. Having access to the K-Base available 24/7, so customers can get to their answers without having to face long wait times and reduces traffic to your customer care call center. It can also help you have an easy way to deal with newly hired agent or personal. By directing them to the K-Base where they learn the core aspects of your product/service quicker.