The various systems in an organization—content management (CM), document management (DM), collaborative tools like SharePoint—don’t enable users to find the right information in time. While these systems are good at organizing and publishing content, they are poor at providing easy accessibility to the knowledge base.
In a survey conducted through SurveyMonkey™, contact center agents revealed their biggest challenges while answering questions or resolving problems or executing a service process, when they had a customer on the line. This is what they had to say.
The top 3 hurdles indicate shortcomings in knowledge management:
Today, the perfect contact center customer service agents need to be omniscient, have 20- (even 30) pound brains to remember all that they need to, and have superhero Flash-like speed to quickly go between all the applications they need to consult for each interaction.
Consumers prefer to find answers on their own, digitally. When the easy issues are being dealt through self-service, agents are being approached for the complex product and service issues. On top of that, customers are impatient. Your agents need help.
In an eGain-Forrester Consulting consumer survey, consumers were asked what created the biggest pain points in the process of getting customer service from businesses. They picked these:
Customers want answers.
Artificial Intelligence (AI) is being leveraged by KM systems in customer service, to find answers to customer questions, guide processes, and help in decision-making. This is a win-win-win — for the customer, the agent, and the business. In fact, knowledge management, done right, can transform your business. eGain CEO, Ashu Roy, explains it in less than a minute.
eGain’s awarded Knowledge+AI system is powered by Case-Based Reasoning, an expert AI system for superior knowledge findability. This capability eliminates the need for your agents to have 30-pound brains! Instead it guides users through an interactive dialog-based Q&A session to find the right solution.
Here are some real-life benefits from it:
The KM+ system ensures that your knowledge is indexed and searchable, no matter how vast or diverse. It is findable at the time of need and the content reused optimally across channels and touchpoints. More importantly, it can be updated based on usage and allows users — authors, supervisors, agents — to collaborate on knowledge creation and maintenance.
The ability to access the same source of knowledge ensures the quality and consistency of content. With eGain, you can even achieve the customer service holy grail of All Agents, All Calls!
A lot of unstructured content resides in multiple sources that are external to your knowledge system, including on social media, communities, and forums you are managing. eGain’s Knowledge + AI software enables you to easily connect various data repositories — CM, CRM, legacy knowledge systems — through data adapters to federate content. eGain Knowledge APIs provide customer service agents with relevant knowledge at the right time.
Keeping track of knowledge usage by your customers and agents is critical. Use the analytics capability in eGain to assess knowledge success and effectiveness at every stage and customer touchpoint. It lets you intervene, make changes on the fly, close the gaps, and reassess for ongoing success.