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知识库-回答尖锐的问题

知识库-回答尖锐的问题

自助服务是优秀客户服务的关键，包括客户门户、知识库等。代表需在知识库中回答问题、协助讨论，并制定使用规则。LiveAgent提供免费知识库模板以提升客户服务体验。

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知识库

技术:

如何回答通过知识库提出的具有挑战性的问题在用户讨论降价、销售或提价时加入对话当用户讨论负面体验或讨论替代方案时加入对话如何解决知识库用户之间可能的冲突常见问题客户服务或知识库版主是否应该参与每一次对话？是否应该为使用知识库制定基本规则？是否可以删除多次违反知识库规则的用户或客户？

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每个努力提供卓越客户服务的公司都应该为客户提供自助服务选项，例如客户门户、知识库、强大的常见问题库和社区论坛。客户肯定会使用这些工具，很高兴有机会自己查找信息，并利用与他人就他们在使用您的产品或服务时可能遇到的问题进行协商的可能性。

由于知识库和客户端的使用，用户可以查阅已设置好的产品文章、教程或技术提示。他们还可以使用论坛提问，在那里他们可以与其他用户和您公司的代表讨论各种主题。

在本文中，我们想讨论您的代表在知识库和客户门户的日常运营中所扮演的角色。他们的职责应包括：

回答顾客提出的问题。
协助讨论。
提供相关链接，帮助用户解决产品相关的问题。
连贯地回复难回答的问题

我们深知，处理非标准的问题和案例总是比遵循基本程序需要更大的工作量，难度也更大。所以我们创建了一些知识库答案示例，客服在回答与降价或涨价相关的问题时使用这些答案，也可以与顾客探讨在公司遇到的不愉快的体验，或造成知识库使用者冲突的对话。

如何回答通过知识库提出的具有挑战性的问题

在用户讨论降价、销售或提价时加入对话

Hello [user’s name or users’ names]! Thank you for starting this discussion. We really value the opinions of our customers, but we also want you to understand certain actions taken by [company’s name].

This [price reduction/increase/sales] was caused by [list of reasons for the specific situation].

We didn’t make this decision overnight, and it was preceded by a thorough analysis and consultation with some of our clients, who were selected at random.

We hope you understand [company’s name] reasons. Please note that we are open to having conversations with you about this and can continue this discussion further. We want to hear you out!

当用户讨论负面体验或讨论替代方案时加入对话

Hi [user’s name or users’ names]! We appreciate the fact that you decided to discuss your experience of [negative experience the customer mentioned or the alternative discussed] openly on our forum.

This gives us a chance to react and creates a field for discussion. It would be really helpful for us if you could provide us with some more details about [negative experience/alternative]. [When exactly did it occur? / What was the most frustrating aspect for you? / What features does this alternative tool provide that we don’t? / What makes this alternative more attractive than our product or service?]

We genuinely want to offer our customers the best possible [experience/product/service], so we can assure you that we will act upon the information you provide us with.

Looking forward to continuing this discussion with you!

如何解决知识库用户之间可能的冲突

Hey there! We appreciate the fact that you use our knowledge base regularly and want to share your opinions and thoughts.

However, this portal operates based on some clear [terms and conditions/internal rules/regulations].
It’s not a place for aggressive debates, arguments, or, even worse, discussions that lead to insulting other users.

That’s why I need to ask you not to continue responding to this thread. Also, if you plan to engage in any other discussions, please do so according to our rules.

Let me summarize the outcome of your conversation: [summary – listing the essential points from the thread that were written before the argument started].

Now that the issue has been summarized, this topic will be closed and you won’t be able to add new comments. I hope you understand this decision.

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常见问题

客户服务或知识库版主是否应该参与每一次对话？

不，客服无需参与客户论坛或知识库中的每一次对话或讨论。知识库指的是“顾客自助服务工具” 。其目的是让客户能够在很大程度上独立地查找信息。当他们想咨询某事或征求别人的意见时，他们可以发起一个线程并与其他客户或用户互动。

客服这一过程中应该起到协助的作用，并且只有在客户无法找到信息、或其他客户提供错误或误导性的答案，或者讨论出错时才参与。

是否应该为使用知识库制定基本规则？

最好写明知识库用户为使用资源和信息必须遵守的规则或条件。透明的规则使客服更容易管理知识库并杜绝不受欢迎的行为。记住，如果不进行调整，知识库将会像其他由用户创建的资源一样变得混乱不堪。

明确该做什么和不该做什么将避免客服不知道该如何应对或不确定是否应该参与讨论、干预的情况。因此，您的知识库应该井然有序，更易于客户使用。您所在公司的知识库是为您所有，所以您有权利制定一些规则，并要求顾客遵守。

是否可以删除多次违反知识库规则的用户或客户？

如上所述，知识库就是要让客户使用，但是知识库的使用应该遵守您的规定。为防止出现某些客户不断以社会不可接受的方式行事、粗鲁或开始争论的情况，请告知用户哪些是禁止行为。

在创建知识库条款和条件时，强调版主会进行干预的行为，说明在哪些情况下，会暂时停止用户使用论文，或将用户从论坛中删除。在客户开始使用您的知识库之前，尽一切可能将这些规则传达给客户，然后确保用户遵守规则。

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{ “@context”: “https://schema.org”, “@type”: “FAQPage”, “mainEntity”: [{ “@type”: “Question”, “name”: “Should customer service agents or knowledge base moderators engage in every conversation?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “No, there’s no need for your representatives to engage in every conversation or discussion on customer forums or within a knowledge base. A knowledge base is referred to as a customer self-service tool for a reason. It should be organized in a way that empowers customers to look for information and educate themselves mostly independently.” } }, { “@type”: “Question”, “name”: “Is it worth creating basic rules for using a knowledge base?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “Yes, it’s always a good idea to write down rules or conditions that knowledge base users must follow in order to use the resources and information gathered there. Transparent rules will make it easier for your agents to manage the knowledge base and react to unwanted behavior.” } }, { “@type”: “Question”, “name”: “Is it acceptable to remove a user or customer who breaks the knowledge base rules multiple times?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “As mentioned above, you own the knowledge base and let your customers use it, but everything that takes place there should be on your terms. When creating knowledge base terms and conditions, highlight specific actions that will result in temporary bans or customers being removed from the forum. Do everything you can to communicate these rules to customers before they start using your knowledge base, then just make sure users follow the rules.” } }] }

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