Technologies: Knowledge Base
As part of customers’ desire to be more involved in solving their own problems, companies have moved to offering technological solutions in ways that appeal to customers’ desire for self service. The predominant method for doing this is by maintaining a collection of answers to commonly asked questions. The collection may be part of a Knowledge Base that is accessible either online, through such methods as frequently asked questions (FAQ), or through a call system where an automated helper or virtual attendants guide customers to an answer.