Remote operations
Marc Prempain
15 April 2024
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An employee self-service portal is a centralized database where employees can access important information needed to do their job. In many instances, employee self-service portals migrate Human Resource-related tasks to a convenient online location. This portal allows employees to report attendance, request time off, and find important information. The self-service portal is constantly updated to provide all employees access to the latest information like HR policies, tax information, employee documentation, and much more.
These self-service portals have uses beyond HR. Employee self-service portals can help retain institutional knowledge when knowledgeable employees leave. They help to even out the overall knowledge level of employees and improve internal communications. These portals are used in different industries, but this article will focus on customer service. Contact centers often use knowledge bases to give their support agents instant access to the latest procedures and quickly access past customer interactions.
A knowledgeable employee is someone who has extensive knowledge of company procedures or product information that acts as a resource for other employees. This means that other employees trust their expertise and often come to them for information or improve their understanding. More specifically, what defines a knowledgeable employee is extensive know-how of their job and how to do it. These employees are a fundamental resource for companies. Companies that suffer from high employee turnover may have fewer knowledgeable employees and will suffer more when they leave.
In HR departments, knowledgeable employees are a crucial resource for the company’s policies. Self-service portals have helped spread this knowledge to an always accessible location, reducing the reliance on individual employees. Even in companies with low turnover, employees will eventually retire. Self-service portals centralize the most up-to-date information and allow knowledgeable employees to focus on more critical tasks.
So how do you go about creating an employee self-service portal? ViiBE’s web app makes it easy thanks to its integrated knowledge management tool. Before, during, or after a call, you can store call-related documents in ViiBE’s knowledge base. ViiBE systematically holds information on past customer interactions, including any shared documents or photos. It can even save past video calls for future reference. You can use these videos to perform quality assurance or for internal training purposes. You may even want to incorporate them into your customer service training videos.
Customer service training videos are a great way to improve your customer service and your support agent’s performance. Many great videos already exist and are readily accessible online. Industry-specific videos may be harder to find, at least for free. In that case, you may want to consider creating your own company-specific training videos. It’s not as hard as you think. ViiBE’s knowledge base empowers you to store these videos in an easy-to-access location and draw examples from real customer interactions. If your center is experiencing an employee-specific issue, these videos enable you to create customized training for that employee.
Knowledge management is critical for efficient customer service. When employees have access to the latest information, they spend less time searching for information and can handle more customers. Customer-specific information is easily retrieved in the knowledge base, which means each customer gets both a more personalized experience and a quicker interaction. After all, customers also benefit from shorter interaction times. These benefits of knowledge management empower your customer service representatives to do their job more effectively, reducing personnel costs. Since ViiBE was designed around these principles, its unique features like a cloud-based knowledge base can save you time and money.
ViiBE’s ticketing solution allows you to store multiple calls from the same caller under a single ticket. In reality, this means that a service representative can quickly retrieve past customer interaction information and seamlessly pick up where they left off. ViiBE tracks call center Key Performance Indicators (KPIs) like First Call Resolution (FCR). These KPIs help you pinpoint recurring issues or problems that are employee-specific. It also tracks the net promoter score (NPS) to understand customer satisfaction better. These KPIs are tracked by a quick post-call survey after each ViiBE call. The survey gives you real-time customer feedback from everyone that calls.
ViiBE’s video call solution is flexible. It integrates into existing call center hardware and software. ViiBE integrates with major CRM platforms like Zendesk and Salesforce. It also allows you to set up a virtual call center. The virtual call center feature will enable you to set up your call center with as many or as few agents as you want. These agents can be scattered anywhere around the world as long as they have an internet connection. Flexibility is ViiBE’s tour de force. Its platform-agnostic web app works on any internet-connected device with a camera; no download is required. Based on secure WebRTC technology, ViiBE safely stores all call-related information in the cloud. All that a customer needs to connect to a ViiBE call is a simple web link. There’s no need to download software, create a user id, or give personal information.
Employee self-service portals have made completing HR-related tasks easier for both employees and HR staff alike. By simplifying repetitive tasks and centralizing important information, these portals have quickly become a crucial resource. Beyond HR departments, knowledge bases apply the same concept to a broader use case. ViiBE’s knowledge management tool brings the power of this idea to customer service. Customer support representatives are able to access customer information and the latest procedural information quickly. Knowledge management is one of ViiBE’s unique features that improve the customer experience. ViiBE is designed around flexibility, from its download-free software to its cloud-based knowledge base. It integrates into your existing equipment or gives you the option to create a virtual call center. ViiBE’s ease of use allows employees to focus on the customer instead of technical details. If you want customer service to be as easy as employee self-service portals, consider giving ViiBE a try.
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