Searchability – Key to Successful Knowledge Management System

Posted On: May 1, 2017

Knowledge is an invaluable resource for customers & agents when resolving end-user issues. Ease of finding required information is vital part of a knowledge management system deployed across customer touchpoints, call centers, self-care tools, and others. The biggest pain point of customer service is non-knowledgeable agents, followed by difficulty finding answers, as per findings published by KM World.

Moreover, a well-structured knowledge base serves as a driver of self-care support. Allowing customers find answers to their queries/issues themselves helps reduce support tickets, and hence, cost. Though deploying a knowledge management system is essential, easy content discoverability ensures successful interactions & improves support quality.

  • Help Agents Deliver Instant Resolutions:
  • Often dealing with a limited information, agents should be able to quickly find solutions to problems/queries raised by customers. According to Customer Service Benchmark Report, cited by Super Office Blog, only 11% of companies are able to resolve customer issues at the first contact. Also, the average response time taken to handle a customer service request is quite high, 15 hours & 17 minutes.
    Here, empowering agents with a knowledge base with easy navigation and search ensures that their problem solving skills are up to the mark to deliver instant resolutions.

  • Knowledge-centered Support:
  • Customers take support agents and company websites as storehouse of knowledge regarding their products & related issues. Service providers should deploy a customer service knowledge management solution comprising of the required , relevant information.
    Moreover, providing relevant information isn’t enough if the agents or customers are not able to find what they need. The knowledge database should be equipped with intelligent navigation & search options to make it simplify finding the required information, when needed.

  • Promote Self-service Use & Experience:
  • Customers today prefer self-service over agent-based support channels, as stated by a Forrester blog. Though self-care helps deflect support calls, yet a successful self-service approach requires making relevant information available and easily locatable on site.
    Thus, integrating navigation and search features with self-care tools & communities helps optimize user experience and improves customer satisfaction.


As per finding on KM World stated above, a leading North American telecom company observed a drop of 17% and 19% in average handling time & incoming calls respectively with knowledge-based self-service.

Kochartech offers knowledge as a service with curated, connected device data for telecoms to deliver consistent, quality customer service across channels. Click here to discover how an integrated knowledge management system can help you improve your customer service KPIs.

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