Knowledge management software lets you provide agents and customers with accurate answers to their questions. Here's how the latest knowledge management software helps you keep customers informed.
by Lee Hollman
Daniel Winston, president of TroubleTree Software (Greenwich, CT) confirms the old wisdom that says experience is the best teacher. Winston's past experiences with call center managers helped him to understand their frustration with some knowledge management software. "We hear the same problems," he says. "You're dumping an encyclopedia of answers [on your customers] and asking them to find out which is which. The customers are left fending for themselves," he says.
Winston says that Trouble Tree provides customers with just the one answer that they need most. He explains that TroubleTree Software is a subsidiary of CCT Group, a consulting firm that works closely with call centers, accounting for his experiences at centers across the US. With Trouble Tree, customers enter their queries from your company's Web site and then answer a series of questions with a yes or no answer. Each question narrows the focus of their search until they find an appropriate solution.
Many of the companies that use Trouble Tree typically design a flowchart with questions that customers might ask and the corresponding answers for each question. After they draft this flowchart on paper or on a PC, they enter each question and answer in the Trouble Tree Editor module. Trouble Tree Editor lets you create folders for each set of question in a tree diagram format. "It's basically like using Windows Explorer," says Winston, who adds that most people experienced with using Microsoft software quickly adapt to Trouble Tree.
To help ensure that you offer the most efficient self-help service possible, a team of consultants from TroubleTree Software visit you on-site and help you plan the content of your knowledge base. "It's critical that we show [our customers] how to extract the expertise from their call center agents," says Winston. "We sit with call center agents and ask what customers call about." He adds that these consultants ask agents about their responses to different types of customer requests to help determine the content of your knowledge base.
You install Trouble Tree on your Web server and pricing for the software begins at $30,000 when you use it to create a knowledge base for one specific product group. You pay an additional fee for every product line that you include in your knowledge base. For example, you can pay the starting price if your knowledge base only contains entries about toasters. Adding entries about blenders and coffee makers raises the overall cost of the software.
View the complete article on CallCenterMagazine.com
Back to Press
Patents pending. "TroubleTree" is a Service Mark of CCT Group, Inc.