When an organization invests in customer service automation the first question comes to everyone’s mind is “How much ROI we can get?”
There are many factors that can help to increase customer service automation ROI. One of the most important factors is proper knowledge management. A poorly designed knowledge base will create many problems. For example, poor knowledge base design may cause high cost to implement customer service automation, poor cost–effectiveness, poor customer service experience, and low customer service quality.
Besides storing and organizing your organizational knowledge assets in a unified manner, Activechat provides a convenient conversational interface to access that knowledge. Instead of searching for the information, your employees and customers will be able to ask questions and get answers instantly, without any manual scripting.