This still enables every user to contribute both new articles as well as feedback to existing ones. Knowledge bases offer the ability to create custom editorial workflows. You can’t offer fast and accurate support information without quality control.
#MAKE QUICK EXPLAINER QWIKI UPDATE#
It also means that when something changes like a return process, the editorial team can update that decision tree and instantly make it available to the entire team in a few clicks.įinally, decision trees can be used both by agents but also by chatbots and other self-service options meaning a single process can power multiple channels. This ensures consistent processes among all agents and contact centers as well as consistent solutions. decision trees) that guide agents step by step through problems. While wikis offer agents a wall of text to wade through, a knowledge base can create interactive troubleshooting flowcharts (i.e. Troubleshooting is the cornerstone of customer support. That makes it easy to get a holistic customer history and for agents to review past issues and solutions. With knowledge bases that integrate, you can import everything in a single click. When a customer calls and has their problem solves, you want to log that call, problem and solution directly into the case.
However, most do not and your support information remains in a silo separate from your CRM like Salesforce or your ticketing system such as Zendesk or ServiceNow. Some wikis offer partial integration, most famously Confluence with Atlassian’s JIRA. If your data is stuck on an internal wiki, it's still siloed from your customers. Tools like USU Knowledge Management are designed from the beginning to both organize information but also deliver it to multiple channels in just a few clicks. That may be via Facebook Messenger, on the phone, iMessage or email. Service agents' mission is to deliver the right support information to customers, when and where they need it. But for customer support, sharing information externally with your customers is crucial. You can simply copy and paste the URL and send it to a coworker. Let's be clear: internal sharing is easy. Think longer AHT, lower FCR and unhappy customers who can't trust the answers they get. With no editorial processes, structured feedback or update and review mechanism, that spells disaster for customer support. Wikis naturally encourage excessive article creation and clutter. The open and collaborative nature of wikis may encourage contribution, but it also ends up looking like the garage which you've promised to clean out for years. It also does not address the underlying problem. While wikis usually offer versioning and the ability to track past edits, that doesn’t help an agent on the phone trying to quickly deliver the solution to a customer’s problem. Just as quickly as someone can correct it, another can add incorrect information again. Unreliable Information & No Oversightīecause anyone can edit a wiki, you are guaranteed to have inaccurate and out of date information.
Here’s why you should just say no to wikis: 1. SaaS tool that can be spun up and deployed quickly.On the surface, wiki solutions are tempting. Why Wikis like Confluence Fail at Customer Support In customer service, the ability for users to easily enter erroneous information is simply a no-go. Wikis are generally designed with the philosophy of making it easy to correct mistakes, rather than making it difficult to make them. As with any tool, the question is not what they can do but what problem it is designed to solve.įor text-based collaboration and easy editing by many users, wikis are good enough. Wikis were invented back in the mid 1990s and today, the most famous examples of them are Wikipedia and Atlassian’s Confluence.
In a typical wiki, text is written using a simplified markup language and often edited with the help of a rich-text editor. Let’s start with what a wiki is and use none other than Wikipedia as a source:Ī wiki is a knowledge base website on which users collaboratively modify content and structure directly from the web browser.
#MAKE QUICK EXPLAINER QWIKI SOFTWARE#
They get used for a lot of things they weren’t designed for and end up doing more harm that good.Many companies still rely on wiki software to manage customer support information.
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