Hello
Knoweldge base is a great too, but it bases it's efectiveness on a) good search skills from the agents and b) good "asking" skills from the agent to the customers.
My proposal is the following.
There is a great tool out there that creates a tree based troubleshooting guides, like:
a customer calls/emails because their car is slow
Agent chooses the symptom from the list, so the system begins to propose questions, like
A) are you pressing the gas pedal
and system has 3 possible answers, like
a.1 yes
a.2 no
a.3 pedal? what pedal?
depending on the answer form the customer, system porposes more questions, and so on, until it reachs a conclusion (solving the issue, etc..).
so, the idea is to integrate this on freshdesk both a part of the KM, where anybody could use it to reach a conclusion, and for the tickets itself so the agent can have a guide on what to do for each case. Even we could have this guides as mandatory before creating a ticket, etc.
I wait for your feedback!
