Any system that recognizes, arranges, stores, and disseminates information inside an organization in order to make it conveniently available and useful may be referred to as a knowledge management system (KM). A knowledge management system can benefit an organization in numerous ways, whether it is a single, specifically created tool or a group of integrated tools.
To enhance customer service is one such corporate use. In this situation, a knowledge management system makes it simple to give consumers and the support personnel pertinent and customized information. The precise methods a company might use knowledge management systems to enhance customer service are examined in this article.
Eliminate Silos Through Knowledge Sharing
A knowledge management system can assist a company in eliminating information silos that impede other departments from accessing pertinent data or from gaining a more comprehensive understanding of consumers and their interactions.
For instance, the analytics system does not have access to data from the customer database, or management gathers sales information that is not shared with front-line employees who spend their days interacting with consumers.
By implementing the following best practices, a knowledge management system in a call center or customer support environment can get rid of these information silos:
Combine knowledge-repository systems. Implementing technologies that enable the fusion of knowledge repositories and databases will assist in maintaining universal access to all pertinent data in a single system.
Take federated search up. Front-line personnel may search across all sources of data using a single query thanks to data consolidation and the availability of federated search capabilities.
Plan systems going backwards from the point of service. Assuring that all client data is accessible at every stage of their relationship with the organization can help.
It will be simpler for personnel to give excellent phone replies and general customer service the more readily available consumer information is.
Consistent Information Distribution Across Channels
For customer support, call centers can no longer rely on a phone line. Customers searching for support in this multi-channel world anticipate online encyclopedias, social media accessibility, chat capabilities, and more. For businesses trying to deliver content that is consistent and suitable for viewing on all media, this can be a problem.
Businesses should: while implementing knowledge management through various channels:
Deliver reliable data across multiple channels. Users don’t want to have to repeatedly submit information or describe their problems during their interactions with customer support.
Create material that is channel-neutral by optimizing it. Information may seem differently on a smartphone than it does on a web browser, and sites with lots of graphics may be difficult to use for users with limited internet bandwidth.
Include every channel. To deliver a more seamless, unified client response, customer care representatives should be able to navigate across the various channels with ease.
Some people would rather speak, while others would rather email, call, or post on social media. No matter what their preferences, all clients may be easily catered to with the help of a knowledge management system.