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New Dimension in Customer Service. Knowledge Base Initiative. Knowledge Base Introduction. “I don’t care about the bells and whistles, just give me access to the information.” – Customer during 2007 INSIGHTS meeting - PowerPoint PPT Presentation
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New Dimension in Customer Service
Knowledge Base Initiative
Knowledge Base Introduction
• “I don’t care about the bells and whistles, just give me access to the information.” – Customer during 2007 INSIGHTS meeting
• “It would be nice to have a checklist of things to do – first things to try.” – Customer during Test-Drive/Usability Study in Dec 2007
• Ignorance may be bliss, but it certainly is not freedom…The more true information we can acquire, the better for our enfranchisement.” – Robert Hugh Benson, Intellectual Slavery
Knowledge Base Objectives
• Empowerment• Improved service• Common ground for diagnosis, resolution and verification• Additional resource for answers
What Do You Already Use?
• Search Engines• Wikipedia• Blogs• MyCeridian• Government Web Sites
Why Knowledge Bases?
• Common repository of trusted content• Documented best practices• Consistent information• Constant review/improvement
Knowledge Base Origins
• Developed and validated by the support organization• Tool for researching issues/solutions• Common point of reference during calls to support• Ongoing review and feedback ensures growth of valid
content
Knowledge Base Terms
• Filtering – only presents content relevant to your combination of products and services (such as HPW and Time).
• Decision points – reflects procedure variations based on your combination of products and services (such as direct deposit).
• Natural language search – based on your use of terms, the more specific your search, the more closely results should match your area of interest.
Knowledge Base Features
Logging In
Knowledge Base Features
Searching
Knowledge Base Features
Search Results
Knowledge Base Features
Article Review
Knowledge Base Features
Links to other resources:
KB to Online Help
Knowledge Base Features
Links to other resources:
Online Help
Knowledge Base Features
Links to other resources:
MyCeridian
Knowledge Base Pilot
• Alpha/Usability• Beta/Pilot• Feedback• Expansion
First Glance
• Impressions• Test Drives• Questions & Answers
