Don’t Keep Your Customers Waiting - Provide Answers Right Now!

May 21, 2020 | 3 minute read
Jodie Knox
Principal Product Manager, Knowledge Management
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Tips for leveraging Knowledge Management to provide answers and guidance to your customers during a time of crisis, when resources are strained.

Is your company struggling to navigate the impact COVID-19 is having on your support organization? Depending on your business, customers probably have a lot of questions, such as “Is your company still open?,” “Can I order online?,” “How long will delivery take?,” “Can I do curbside pickup?,” and “What are your safety handling procedures?”

Your support organization is probably feeling overwhelmed with these incoming requests, and might be dealing with resource restraints as well. As an Oracle Knowledge Management customer, you already know how dynamic the Oracle solution is in allowing you to deliver answers to your end-users as quickly as is necessary. But, you might not know about a few key features that could help you get answers to your end-users and customers even more effectively and with fewer support resources.

Let’s look at five B2C Knowledge Management features that allow customers to solve their own product issues and answer their own questions which could help reduce the overall volume of requests.

1.    Fix at Top: Using the Display Position in Knowledge Foundation, you can choose Fix at Top. This will fix the answer at the top of the list regardless of the search being done. This feature could allow you to display the most important COVID-19 related answers you want your customers to see first when entering your support pages. This can increase customer satisfaction because how quickly a customer finds answers significantly impacts the customer experience.

2.    Knowledge Inlay: The new Top Answers Inlay lets B2C customers that use Knowledge Foundation access their knowledge articles from virtually anywhere. Place the inlay on a web page to let end-users search and view articles within your web site without requiring customers to enter the customer portal. The inlay is similar to the customer portal widget that displays popular answers, except, the inlay can be placed on any web page, and it only displays the top 10 answers. Providing a good service experience on any webpage means customers won’t need to navigate away from the buying experience to answer simple questions. This can lead to a competitive advantage and increase sales by providing a good service experience on any webpage.

3.    Ask a Question: Due to stay-at-home orders, large contact centers may have fewer agents available to answer the phone. Enabling the Ask a Question feature allows you to route questions to email that can be answered more easily by remote agents at any hour of the day or night. Allowing agents to respond to customer service requests through different channels improves efficiency, productivity, and provides a better customer experience.

4.    Smart Assistant: If you enable the Ask a Question feature, don’t forget to enable Smart Assistant. This will automatically search the knowledge base for answers to customer questions, and could result in quicker responses to avoid unnecessary escalation. Smart Assistant suggests answers based on the content analysis and questions. Reducing support workload and costs through self-service tools that allow customers to solve their own product issues deflects incoming calls, reducing the overall volume of requests and costs to the contact center.

5.    Standard Response: Configure a rule that can automatically send a standard response with knowledge base answers to the customer when they email you. This gives customers the opportunity to get an answer to their question quickly. Additionally, for assistance requests submitted through the Ask a Question page, you can have a standard text response display directly to your end-user when they submit the request. If the assistance request matches the rule criteria, then the standard response displays right on the web page, making it  easier for your customers.

Implementing any or all of these features could help your organization address the challenges you face in delivering accurate, timely and consistent customer service during this time.

Check out this quick read on Tips for Delivering Effortless Knowledge.

Additionally, click here to check out our Help Center resources for more information on the features mentioned above.



Jodie Knox

Principal Product Manager, Knowledge Management

Jodie Knox is a member of the Oracle Outbound Product Management Team and with a focus on Oracle Knowledge Management.  Prior to joining Oracle, Jodie worked as Senior Manager of Learning and Knowledge Management at Sirius XM Radio, where she led the design and implementation of the SiriusXM Consumer Knowledgebase (RightNow Knowledge) and drove the Oracle Service Cloud Employee Training of 5000+ global users.  Jodie brings with her more than 10 years’ experience with Oracle Service Cloud (RightNow Technologies.) She enjoys the best of both worlds as she splits her time between New York City and Bozeman, MT. 

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