A knowledge management system (KM) could be defined as any system that identifies, organizes, stores, and disseminates information within an organization to make it easily accessible and usable. Whether a single, purpose-designed tool or a collection of integrated systems, a knowledge management system can provide value to an organization in a wide variety of ways.
One common business use is to improve customer service. In this context, a knowledge management system makes it easy to provide relevant and personalized information to customers and the staff who support them. This article looks at specific ways a business can use knowledge management systems to improve their customer service.
Eliminate Silos By Sharing Knowledge
A knowledge management system can help a business break down information silos that prevent different parts of the organization from having access to relevant information or being able to see more holistic views of customers and their interactions.
For example, information in the customer database is not available to the analytics system, or management collects sales data that is not made available to front line workers that spend their days contacting customers.
A knowledge management system implemented in a call center or customer service setting can eliminate these information silos using the following best practices:
- Consolidate knowledge repositories. Implementing systems that make it possible to unify knowledge repositories and databases will help keep all relevant information in a single system accessible by all.
- Adopt federated search. Consolidating data and providing federated search tools make it possible for front-line staff to search all data sources based on one query.
- Design systems from the point of service backwards. A customer-first approach will help ensure all customer data is available at each stage of their interaction with the company.
The easier it is for staff to find customer information, the easier it will be for them to provide high quality call responses and overall customer service.
Provide Consistent Information Across Channels
Call centers can no longer rely on a phone line for customer service. In this multi-channel world, customers looking for support expect online knowledge bases, social media access, chat tools, and more. This can pose challenges for organizations looking to provide consistent information that is optimized for viewing across all channels.
Businesses looking to implement knowledge management across multiple channels should:
- Deliver consistent multi-channel data. Users don’t want to have to repeat themselves by reentering data or explaining their issue multiple times at each stage of their interaction with customer service.
- Optimize content so it is viewable on any channel. Information might look different on a smartphone than on a web browser, and graphics-intensive sites might provide lousy user experience for low-bandwidth customers.
- Integrate all channels. Customer service agents should be able to seamlessly move among the different channels to provide a more seamless, unified customer response.
Some people prefer to call, some want to email, others would rather chat or post on social media. A knowledge management system can make it easier to accommodate all customers, regardless of their preference.