Support should help you diagnose

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For example, if you provide software support, capture the user's screen as they slowly perform an action. This is especially helpful for teaching others how to use your knowledge base. If your team needs to take common, quick actions, consider converting them to . This allows you to annotate each image frame and highlight or explain things as clearly as possible. Additionally, a recent study from found that employees prefer to watch videos and learn how to complete tasks. View the knowledge base for each support channel.
  
Your organization likely has a strong knowledge base that helps service agents meet customer needs. No Phone Number List matter how your customers contact you, this repository will help them whether it's traditional phone and email, or live chat and text messaging options. However, depending on the communication channel they use, your representatives will implement different troubleshooting methods. For example, chat support can include links and videos that guide customers through their issues, while phone calls require precise wording that is simple and clear. Everyone needs to be trained on the different channels they will use, which should include best practices for providing support through each platform.



If your support system is focused on putting everything on one screen, employees need to know how to access important information and share it with customers. Typically, joining a customer service agent involves gaining product knowledge and then providing support on a single platform. Email usually comes first because the information can be quickly reviewed and corrected before it is sent to the customer. If you start this way, help your team grow through subsequent channels with ongoing knowledge base training. You should also check what content should not be shared on the platform. For example, social media service agents are more likely to share links to support.