How to manage a knowledgebase - Tom Pelly

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How to manage a knowledgebase - Tom Pelly

  1. 1. 23/05/2013@TransversalTalk #askTVL
  2. 2. 23/05/2013@TransversalTalk #askTVLHow to manage aknowledgebaseTOM PELLY, TRANSVERSALPROFESSIONALSERVICES MANAGER
  3. 3. 23/05/2013@TransversalTalk #askTVLWhat is a knowledgebase?A knowledgebase is an informationrepository that provides a means forinformation to be:» collected» organized» shared» searched» Utilized.Special thanks to:• Google• Wikipedia
  4. 4. 23/05/2013@TransversalTalk #askTVLSuccess criteria for a knowledgebase» Unnecessary contact deflection» Increase sales conversion» Customer retention» Customer insight
  5. 5. 23/05/2013@TransversalTalk #askTVLContent is kingIt needs to be:» Relevant» Current» Accurate» Understandable» Accessible
  6. 6. 23/05/2013@TransversalTalk #askTVLContent ownershipThe key resources/people you will need:» Proactive and engagedcontent manager(s)» Subject matter experts» Input from CustomerServices team
  7. 7. 23/05/2013@TransversalTalk #askTVLNecessary Tools for Successful Content Management» Analytics, showing:» Customer journey» Unsuccessful searches» Escalations to contact» Sales conversions» Publication controls, featuring:» Approval workflow» Publication scheduling» Automated notifications» Customer feedback options» Semantic search and article association» Multi channel/brand content reuse
  8. 8. 23/05/2013@TransversalTalk #askTVLMORE TO CONSIDER…
  9. 9. 23/05/2013@TransversalTalk #askTVLEscalation routing
  10. 10. 23/05/2013@TransversalTalk #askTVLAdvertisements
  11. 11. 23/05/2013@TransversalTalk #askTVLSearch engine optimization
  12. 12. 23/05/2013@TransversalTalk #askTVLData feeds
  13. 13. 23/05/2013@TransversalTalk #askTVLQuestions?Tom PellyEmail: tom.pelly@transversal.comDirect: [+44 ] (0)1223 488744Mobile: [+44 ] (0)7717662260
  14. 14. 23/05/2013@TransversalTalk #askTVL

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