Optimizing The Customer Experience With A Robust Knowledge Base

Knowledge management is not merely a technology implementation

. It provides the answers to questions and provides guidance on resolving issues as quickly as possible. With an efficient knowledge base customer service representatives are empowered with the necessary information to resolve issues with better speed, accuracy and consistency. The right knowledge management technologies ensure that customer service software have access to the essential information at the right time. It is necessary that knowledge management has to be viewed as part of the vision for optimizing the overall customer experience and empowering the support organization.

A Robust Knowledgebase for a Good Customer Experience

Knowledgebase content needs to be focused and developed with awareness so that it ensures that it can be easily found and used. Content that delivers maximum benefit can be produced by knowing the actual users of the necessary knowledge. As part of the knowledgebase planning process, it is also necessary to determine how to manage the lifecycle of solution content. This requires determining who will be allowed to create content as well as the content approval process that specifies which individuals and departments that will be concerned in review and approval. The knowledge base development process needs to necessarily include decisions regarding the utilization of resolution techniques that are beyond basic and advanced search. Although these will require more up-front work to create, they will offer agents and customers with substitute techniques for finding solutions by providing direction that helps in locating the most appropriate answer.

Efficient knowledge management software ensures that customers do not have to wait for a service representative to obtain the information that they need from paper documents or external data systems. In a single customer contact, service agents can address customer issues quickly and accurately without having to call a customer back due to the lack of information. This results in a decrease of repeat callers, there is a direct increase in the customer satisfaction. Service agents can maintain a single focus on the customer as there is an immediate access essential information.

As customer needs can get increasingly complex, it is important to have a sound knowledge base in place, to streamline workflows and give you complete control of the customer service experience. Agents can benefit most from knowledge architecture that structures access to content through interactive guidance methodologies that are familiar to the agents level of skill, domain expertise or corporate requirements. As a negative customer experience can have immense ramifications, it is imperative to ensure that a customer has a positive experience at all times with the best customer experience management.

by: brianwarren

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