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Knowledge Syndication:
Leveragingyourknowledgebaseinvestmentthroughdigitaltechnologies
HEATHER RICHARDS, VP PROFESSIONAL
SERVICES, TRANSVERSAL

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Web self-service deployed– now what?

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Reuse existing knowledge
» Syndication refers to repackaging content in a way that makes it
available for automated re-use in a variety of different digital
environments.

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Syndication Process
» Can the information in your kb be redeployed? To what audiences?
» What technologies can be used to achieve successful syndication?
» Achieving true multi-channel self-service through knowledge
syndication

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Website and Contact Centre
» Share information between customers and agents
» Avoid duplication of content
» Consistency of voice
» But which comes first?

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Case study: Mothercare

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Case study: Mothercare

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Case study: Mothercare
“It used to take three
weeks to train an agent to
be on the phone.
Now it take eight days.”
Sharon Millard
Customer Contact Manager
Mothercare

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Product information
» One knowledgebase, multiple interfaces
» White labelling
» Partnerships
» Manufacturers and retail

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Case study: Barclaycard

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Social media
» Share this!
» Crowdsourcing
» Facebook
» Twitter

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Social media

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Social media: Facebook

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Mobile
» New access points for customers and staff
» By 2015 companies will generate 50% of web sales will be via social
media and mobile applications (Gartner.com)
» How do you support this channel shift?

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Case study: Barclays Bank

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Case study: Barclays Bank

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Case study: Coutts

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Mobile Apps
70% of customer prefer to use web self-service to
resolve issues. (Forrester)
So what happens when a customer is using an App?

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Case study: Barclays Group
» Pingit app
» mybarclaycard app
» Barclays Online Banking app
» Barclays Bike app
All these apps use knowledge pulled from a centralized Transversal
Knowledge platform.
Consistency of voice:

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Third party application integration
» Syndicate knowledgebase contents through 3rd party platforms
» Integration with chat, contact centre desktops, service desk
applications

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Applications – RBS Bankline

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Applications – Contact Centre

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Chat integration

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Technologies that enable syndication
» CSS
» Parameter substitution
» RSS
» Multilingual workflow
» XML
» APIs
» Responsive design

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CSS, parameter substitution

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RSS

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Multilingual Workflow

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XML

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APIs

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Responsive design

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Knowledge syndication
» Don’t just broadcast information but collect, analyse, and redistribute
it, to achieve true multichannel self-service.

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Questions
?
Heather Richards
Email: heather.richards@transversal.com
Direct: [+44 ] (0)1223 488740

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