We have established KM as the process of creating, using, sharing, and managing the information in an organization. To enable this process end to end—from creating of content to publishing it in a useful way to making it findable by users—organizations need to employ the right capabilities or knowledge management tools.
Why are knowledge management tools critical in customer service?
Customer service without knowledge is like flying blind, posing peril to both the customer and the agent experience. In multiple CX surveys, users have lamented the lack of knowledge as a hurdle to good customer experience. The result? Repeat calls, escalating service costs, and customer defection.
Because Knowledge Management is critical for customer service, knowledge management tools play a critical role in delivering that customer service.
Types of knowledge management tools
- Knowledge bases
- Content management systems
- Artificial Intelligence for knowledge management
- Authoring tools
The first requirement of knowledge management is a centralized knowledge base that is accessible across channels and touchpoints. The knowledge base is a repository of all information in the organization. The tool supports the creation, maintenance, and distribution of multilingual and multichannel knowledge. It provides users — customers, contact center agents, frontline staff, business stakeholders — easy access to answers through multiple search methods. The enterprise knowledge base ensures that your customers are getting, and the business is delivering, timely, consistent, accurate knowledge across channels and touchpoints.
Content management provides a way to create and store documents, HTML pages, and other types of content. It includes things like version tracking and approval processes. It tags and classifies information, often grouping knowledge by domain. All in all, it provides a cost‐effective way to create and organize information, which is clearly a common business need.
What content management systems do not do well is improve findability of answers. This issue affects both employee and customer experience and can be addressed by leveraging knowledge management solutions.
Including federated, faceted, and guided search
Search is a strong tool. It has a simple interface that is easy and intuitive to use. But it is only as good as the technology powering it. Effective search is powered by AI, includes auto-suggestions, allows searching by topics and relevance, and is intelligent. A mature search tool offers flexible search options that users can choose from or the system can assign according to the user’s level of expertise. Some search options are – FAQ, keyword search, natural language search, federated search, topic tree browsing, AI-guided dialog.
According to John Ragsdale, VP of Research at Technology Services Industry Association, eGain’s intelligent search tool has given it best of breed status within knowledge management, incident tracking, multichannel management, and enterprise search. A robust search tool boosts customer retention, loyalty, and satisfaction.
- Natural language processing
A subset of Artificial Intelligence (AI), Natural Language Processing (NLP) enables chatbots to understand language as we humans speak it. It enables the automated system to understand the intent of a consumer’s question as well as the context of the conversation.
Know how eGain’s patented case-based reasoning capability enables step-by-step conversational guidance through processes and answers for customers and agents
- Authoring, crowd-sourcing, and single-sourced publishing
You need to actively monitor how the knowledge in your organization is performing. Knowledge analytics will tell you the effectiveness of search, which articles are being used, what users are searching for, did customers and agents find answers to their issues, what are the gaps in content. A good analytics tool will provide dashboards, real-time and historical reports, and insights for quick action.
Many Tools. One Knowledge Management Solution.
Knowledge management for customer service needs many knowledge management tools. But to be exceptional, the tools should be unified in a solution.
When it comes to implementing knowledge, businesses need to have a unified solution rather than a disconnected set of tools. Contact centers need to make sure that their knowledge management solution can easily integrate with systems of record such as transactional systems and content repositories—we call it CONNECTING THE DOTS.
It should also be able to federate search across other content sources, where needed. But that content has to be either single-sourced, or consistent, if multi-sourced.
To sum up, you can have any number of knowledge management tools, but they should be unified on the same platform.
eGain Knowledge Hub unifies all knowledge management tools into an award-winning solution.
Unified knowledge management tools improve customer and agent experience
Many tools – AI, authoring, intelligent search, workflows, single knowledge base – in one solution spell success for this African bank
Hear from the Head of Customer Service Center as he recounts how eGain’s AI-powered knowledge, with its multimodal, centralized knowledge base software, “obviously (became) the enabler” for Barclays Absa’s customer service goals.
Radically increase engagement
A fast-growing SaaS provider in the HR domain improved its first-contact resolution by 35% and time to answer by 67%!