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organizations practices, both internal (i.e. employee collaboration) and external (for customer/partner relationship management)
Not having effective practices or solution
for customer services knowledge management leads to excessive service times, increased cost to serve and high customer churn.
Sourc e1 Auth.
Source 2 Auth.
Customer Service KB
In this model multiple sources are indexed by search crawlers. However, authoring can only be done at the individual source level.
In this hybrid model of KMS platform, external content can still be indexed. However, there is also a central KB an authoring layer at the platform level.
Effectiveness-Based Efficiency-Based
Increases agent productivity. Agent spending less time worrying about the process will have more time to directly service the customers. Key metrics improved: - Decreased time-to-resolution for inquires through phone, chat and email channels. - Increased agent utilization rates - Decreased average cost-to-serve for agent assisted customer service
Customers
Information should be handed off at each transition point. If a customer has to reiterate the same information each time they jump channels, the process is inefficient and frustrating. Avoid this by establishing clear points-of-integration between channels.
Email is a mainstay and one that benefits significantly from having a full KB in place. A unified KB allows consistency between reps answering e-mail. It also allows for auto-reply from a KB lookup. KM Platform
Live Interaction (Voice, Chat and Face-to-Face): Resolution workflow tools are indispensible for telephony based assisted service. Use an agent facing decision tree or support wizard to guide Tier-1 customer service reps in capturing symptoms. When a customer calls in, the tools can be used to quickly pinpoint relevant solutions.
KM Platform
On the social side, provides with an easy method to share helpful articles via one-click social sharing functionality. On the mobile side, integrate dedicated customer facing mobile apps with KMS knowledge bases in order to ensure consistency of resolutions.
Templates can be very useful for developing content with a high degree of finability and usability. For example, consider creating a Troubleshooting template, a HowTo template and an Information template, each of which contains predefined headers to give the author in capturing all the needed information.
Deciding who will be allowed to create content and content approval process that specifies which individuals and departments will be involved in the review and approval. Minimize the number of steps in approval process. Follow authoring standards, to ensure a solution is visible selectively, based on its position in the lifecycle as well as the entitlement of each user. Define the process for content end of life and archiving based on factors such as usage, corporate policies and regulatory requirements.
bases that hold customer service resolution articles; typically include tools for authoring & editorial workflows. Advanced search & Indexing: Allow queries to run against internal KB and external content thats been indexed; provide ability to easily navigate search results. Workflow Tool: Decision trees and wizards. Social & Mobile Tools: Social sharing, social analytics and mobile platform access Reporting & Analytics: Provide information on KB activities
Content Repositories
KMS Platform
Workflow Tool
in contact center first. By deploying internally first, you gain the opportunity to test and improve the usefulness and depth of solution content. Once fine-tuned in contact center, it can then be deployed for customer self-service.
Knowledge Team
Knowledge management business owner Knowledgebase owner
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