Knowledge management is not merely a technology implementation. It provides the answers to questions and provides guidance on resolving issues as quickly as possible.

1. Optimizing the Customer Experience with a Robust Knowledge Base
Knowledge management is not merely a technology implementation. It provides the
answers to questions and provides guidance on resolving issues as quickly as possible.
With an efficient knowledge base customer service representatives are empowered with
the necessary information to resolve issues with better speed, accuracy and consistency.
The right knowledge management technologies ensure that customer service software
have access to the essential information at the right time. It is necessary that knowledge
management has to be viewed as part of the vision for optimizing the overall customer
experience and empowering the support organization.
A Robust Knowledgebase for a Good Customer Experience
Knowledgebase content needs to be focused and developed with awareness so that it
ensures that it can be easily found and used. Content that delivers maximum benefit
can be produced by knowing the actual users of the necessary knowledge. As part of
the knowledgebase planning process, it is also necessary to determine how to manage
the lifecycle of solution content. This requires determining who will be allowed to
create content as well as the content approval process that specifies which individuals
and departments that will be concerned in review and approval. The knowledge base
development process needs to necessarily include decisions regarding the utilization
of resolution techniques that are beyond basic and advanced search. Although these
will require more up-front work to create, they will offer agents and customers with
substitute techniques for finding solutions by providing direction that helps in locating
the most appropriate answer.
Efficient knowledge management software ensures that customers do not have to
wait for a service representative to obtain the information that they need from paper
documents or external data systems. In a single customer contact, service agents can
address customer issues quickly and accurately without having to call a customer back
due to the lack of information. This results in a decrease of repeat callers, there is a
direct increase in the customer satisfaction. Service agents can maintain a single focus
on the customer as there is an immediate access essential information.
As customer needs can get increasingly complex, it is important to have a sound
knowledge base in place, to streamline workflows and give you complete control of the
customer service experience. Agents can benefit most from knowledge architecture
that structures access to content through interactive guidance methodologies that are
familiar to the agent’s level of skill, domain expertise or corporate requirements. As
a negative customer experience can have immense ramifications, it is imperative to
ensure that a customer has a positive experience at all times with the best customer
experience management.
Learn more about: Customer Service Chat, customer service solutions