Unified solution versus siloed knowledge management tools
Knowledge management for customer service needs many knowledge management tools. But to be effective, the tools should be unified in a solution.
Customer service without knowledge is like flying blind, posing peril to both the customer and the agent experience. The result? Repeat calls, escalating service costs, and customer defection. When it comes to implementing knowledge, businesses need to have a unified solution rather than a disconnected set of tools. The customer service knowledge management software can include capabilities for content management (CMS), search, artificial intelligence, workflow management, knowledge analytics, and many others.
Some knowledge management tools
CONTENT MANAGEMENT (CM)
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
John Ragsdale, VP of Research at Technology Services Industry Association says, “eGain’s recent announcement of an intelligent search platform… 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.
Some more tools
- 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
AND SOME MORE
- Authoring, crowd-sourcing, and single-sourced publishing
- Analytics for knowledge, including dashboards and reporting
Many tools, one solution
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 + AI unifies all knowledge management tools into an award-winning solution.
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%!