Internal Knowledge Base

Step-by-step guides and FAQs to address common technical issues, empowering agents to troubleshoot confidently.

Quick answers to common questions, helping agents provide fast, accurate responses to customers.

Key product details, features, functions, and troubleshooting for agents to effectively address customer inquiries.

SOPs for support interactions, including ticket handling, escalation, and refund policies for consistent service.

Templates and best practices for emails, calls, and chats to ensure clear, professional customer communication.

Training modules, methodologies, and resources for ongoing skill-building and CX best practices.

Key policies covering security, privacy, and legal standards to align customer interactions with compliance.

Performance metrics, KPIs, and reporting tools to help track customer satisfaction and team impact.

Documentation on CX tools and integrations to support efficient use and improve customer interactions.

Updates on new processes, feedback systems, and change management to foster CX team adaptability.

Tools and strategies for enhancing customer relationships, retention, and upselling to drive long-term value.

Guides and resources to onboard new CX team members with product knowledge, tools, and best practices for a smooth start.

A designated partner or vendor recognized by Sierra.

Guidelines for the CX team on internal processes like PTO, communication standards, and workflows to ensure consistency and clarity.