Nov. 4, 2021 — K12 Insight today announced a new Let’s Talk feature called Knowledge Base, which helps school districts create a one-stop-shop for informational articles answering frequently asked questions for their communities.
“With the COVID-19 pandemic and evolving needs of families, information and policies are constantly changing and the volume of inbound communications has skyrocketed. Let’s Talk Knowledge Base makes it easier for schools to manage the influx of communications and free up staff time,” said Suhail Farooqui, K12 Insight’s founder and CEO. “We built Knowledge Base with the needs of superintendents and IT, communications and operations teams in mind — listening to their requests to easily share complex information with school communities.”
Today, many school districts do not have enough staffing resources to provide timely responses to questions from families, students, teachers and community members. Knowledge Base addresses this need by offering customers an exceptional self-service experience and easily connecting them with human support if needed.
Knowledge Base assists with ticket deflection, which is the practice of providing customers with resources to find answers quickly on their own without waiting for a staff member to assist them. The feature can reduce service time to a matter of minutes by providing approved answers to commonly asked questions before stakeholders submit a question through Let’s Talk.
“We built Knowledge Base with the needs of superintendents and IT, communications and operations teams in mind — listening to their requests to easily share complex information with school communities.”
With Let’s Talk Knowledge Base, school districts can reduce the volume of inbound stakeholder inquiries by as much as 60%.
“Let’s Talk puts customer service first and offers many methods for accessing information,” said Lynn Fersh, senior director of product marketing at K12 Insight. “As we considered the needs of both school districts and their stakeholders, we recognized the need to expand our suite of self-service tools with Knowledge Base.”
With Knowledge Base, school districts can create an editable bank of informational articles in Let’s Talk — making it easy for families, teachers, students and others to find answers to their questions. Knowledge Base can integrate with K12 Insight’s chatbot — Let’s Talk Assistant — which leverages the best of artificial intelligence (AI) and natural language processing (NLP) technologies to provide concise answers to common questions.
Knowledge Base also allows school districts to:
- Deflect tickets and provide answers to frequently asked questions by providing 24/7/365 access to informational articles;
- Consolidate information and ensure consistency with a shared knowledge base that provides access to the latest facts and information;
- Share information across multiple channels with ease — including web pages, within the Let’s Talk platform, and alongside the Let’s Talk Assistant chatbot;
- Make articles and answers to frequently asked questions available in additional languages to help provide equitable customer service to families; and
- Equip school staff with resources that help them easily respond to common questions so they can focus on more complex, nuanced tasks.
Knowledge Base also offers clear article categories, advanced search functionality and a helpfulness rating, which ensures customers get the information they need quickly, can provide feedback on content and connect with the right school staff member.
Let’s Talk is the leading customer service solution for school districts across the U.S. Learn more about Let’s Talk Knowledge Base.
K12 Insight combines a powerful customer experience platform, engaging professional learning, expert analytics and industry-leading research to help K-12 school leaders deliver remarkable experiences. K12 Insight works with over 400 school districts across the nation. Visit wwww.k12insight.com to learn more.