Reinvent CX in 2017 with Right Knowledge Management Solution

Posted On: February 6, 2017

The overall concept of customer experience is changing rapidly along with the way businesses should handle it. Moreover, keeping up with the pace of rising end-user expectations & demands is a daunting challenge for customer service providers. Knowledge management tools, available today, help boost productivity & efficiency of customer support agents, ensuring positive outcomes.

Though managing support knowledge is an important part, most customer service professionals get confused on where to start from. With rapid technology developments, focused on fast-paced innovation, a well-maintained knowledge management system will be essential for a business to succeed in 2017.

We have witnessed the emergence of what has increasingly become a knowledge-driven economy and society. The ROI (return on investment) of knowledge management can manifest itself by improved efficiency, effectiveness and innovation.

The Journal of Knowledge Management

The Knowledge Landscape in 2017

Since its beginning in the nineties, the knowledge management industry has grown significantly with the technology advancements. Organizations, especially those dealing with customer service, are overwhelmed by the benefits of an effective knowledge management.

Businesses are facing a huge challenge with too much of devices & data, and evolving customer expectations of quick & personalized services. Ranging from the common service-related queries to complex device-related issues, consumers expect support agents to solve them all.

Improving Customer Experience

Deploying effective knowledge management tools helps improve your business’ agility and efficiency, resulting in a better customer service. With multiple touchpoints available today, some of the best customer service practices go unnoticed in the normal flow of customer interaction across channels.

You should invest in appropriate knowledge management solutions to deliver quality, personalized interactions. A part of an effective KM strategy involves enabling customers access the knowledge base to proactively solve their issues, rather than just saving costs.

Another part focuses on empowering support agents with the right information to address end-user challenges, delivering a positive customer experience. This is essential as according to Esteban Kolsky’s study, 84% of customers get frustrated when agents don’t have enough information.

Esteban Kolsky Study on Knowledge Management in Customer Experience

Empowering a Knowledge-Powered Workforce

In the absence of a centralized knowledge base, the valuable tactic knowledge is distributed unevenly across employees. When frontline team members with the most valuable knowledge leaves, you don’t want them to be irreplaceable. Moreover, many employees turn to Google instead of siloed, internal systems for answers to most of customer queries.

An external source like Google should not be the best source of knowledge for the frontline staff. You should invest in the advanced technology solutions to make relevant and useful information available to the support staff. Rather than collecting information manually, you should focus on an effective workforce with an effective knowledge base software like KnowMax that integrates with your existing support tools.

Invest in Well-structured Knowledge Management

Knowledge management has been termed as a top investment area (51%) as per a study by Forbes Insights. Service providers are investing in improving their knowledge capabilities to deliver a consistent service on customers’ expectations.

Thus, if you are willing to establish a well-structured knowledge management for your team as well as for customers, you can get started here. Alternatively, if you are visiting Mobile World Congress 2017 at Barcelona, you can schedule a live walk-through here.

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