Providing customers the information they need—when they need it—is a key component of excellent customer experience (CX). With a strong knowledge management solution, you can capture, distribute, and effectively deliver information to customers and agents for faster answers and resolutions. Well-curated knowledge makes it easier for customers to find information through self-service channels and agents are able to address more complex issues.
Organizations that effectively deploy knowledge management and integrate it into their customer service strategy are better equipped to create a positive customer experience. Here are five ways your customer service software can improve with knowledge management:
1. Eliminate information silos
Many companies store valuable content in numerous systems distributed throughout their organizations. Knowledge even exists in social media content that lives outside formal enterprise systems. The fragmented nature of all this content makes it difficult to find, interpret, and ultimately utilize. Knowledge management solutions with federated search capabilities eliminate data silos because all data sources are searched at once and results are presented in a single, integrated view.
2. Deliver consistent information across channels
Customers expect consistent answers to their questions across all channels—voice, email, live-chat, social media, and chatbots, as well as web-based and mobile. Knowledge management solutions provide self-service and agent tools that deliver the same knowledge everywhere. In addition, that same content can be optimized for viewing on smartphones, game consoles, tablets, and GPS systems.
3. Find information quickly
Customers expect to find answers quickly. Knowledge management solutions can help self-service users and contact center agents rapidly pinpoint relevant information through automated and intelligent assistance.
Rather than expecting users to know exactly where to look for answers or use precise keywords, advanced search capabilities like natural language processing (NLP) interpret the intent of users’ words. NLP even takes into account industry-specific terminology, different languages, and special content like product names. Self-learning search engines continuously learn from every interaction to deliver increasingly accurate and targeted results.
4. Provide the most relevant information
To deliver the most relevant and useful knowledge, organizations track the effectiveness of their knowledge base. This understanding enables them to promote the best answer to each question and improve/enhance answers when necessary. For example, a strong analytics component in a knowledge management solution helps organizations:
- See how automated and self-service resources impact deflection rates and satisfy service demand
- Determine the most popular questions and answers
- Track content effectiveness and up-to-date accuracy
- Identify knowledge gaps revealed by searches that return no results
By providing this feedback loop, knowledge management solutions enable organizations to continually improve knowledge quality and performance.
5. Leverage knowledge across the organization
Sharing knowledge across the organization:
- Reduces agent training requirements
- Improves self-service experiences
- Helps contact center agents gain the expertise they need to become more efficient and respond more effectively in a crisis
A good knowledge management solution allows agents to use intuitive tools to capture knowledge while working on customer issues. Workflows pass new answers to subject matter experts (SMEs) and other users so they can view, comment on, and approve updates to the knowledge base. This new, approved knowledge can be published across all self-service and agent channels. Global organizations can even translate those knowledge articles into multiple languages. And comprehensive version control provides a full audit history, so knowledge is never lost.
Learn about Oracle Knowledge Management, part of the Oracle Service solution for B2B and B2C Service.