Reducing call volume to a call center

[Diabolus]

I'm trying to reduce call volume into our call center. One way is to implement a knowledge base where users can ask questions online and similar questions/answers will be displayed as a user self-service type model.

Most large companies have this feature in their support area online (Apple has a good one).

Does anyone have experience with this and could you point me to a vendor that offers this service?

Thanks

[brix]

At my last job we worked with Safe Harbor based out of Seattle. They were pretty good to work with. They designed, built and maintained that part of the website for us.

For the company I work for now, we use Right Now Web which allows us to publish and maintain the FAQ section, integrate email and online chat support.

FAQs will solve 80-90 percent of our customer's issues and we constantly messages them with email updates, on our website and in our hold messaging that FAQs are the best way to go to avoid being on hold. Customer's are just so apprehensive about searching for answers in an FAQ.

Sent from my Galaxy Nexus using Tapatalk 2

[Diabolus]

At my last job we worked with Safe Harbor based out of Seattle. They were pretty good to work with. They designed, built and maintained that part of the website for us.

For the company I work for now, we use Right Now Web which allows us to publish and maintain the FAQ section, integrate email and online chat support.

FAQs will solve 80-90 percent of our customer's issues and we constantly messages them with email updates, on our website and in our hold messaging that FAQs are the best way to go to avoid being on hold. Customer's are just so apprehensive about searching for answers in an FAQ.

Sent from my Galaxy Nexus using Tapatalk 2

Thanks - I am going to research those companies.

[brix]

I am not sure if they are still using Safe Harbor (looks like it) but here is their support site:

http://support.tivo.com/app/answers/detail/a_id/1279/session/L3NpZC9vSXh2NF80bA%3D%3D

[Diabolus]

I am not sure if they are still using Safe Harbor (looks like it) but here is their support site:

http://support.tivo.com/app/answers/...h2NF80bA%3D%3D

That's exactly what I am looking for, thanks a lot.