Digital revolution has transformed the way we do business, add value, and engage with our customers today. In addition, technology has created a huge opportunity for innovation in productivity and modernization for organizations in several industries. Nevertheless, technology has also added complexity and created new challenges especially for support agents to provide their clients with top-level service, every time.
KCS or Knowledge-Center Supports which in ConvergeHub CRM we call Knowledge Base is a solution that primarily focuses on knowledge as a critical asset to any organization to help service agents mitigate digital challenges of our modern times.
It has been found by us that businesses that employ knowledge-center support methodology are capable of resolving 5 to 10 times more customer cases, as well as identify viable opportunities to improve their company’s products and services based on customer feedback.
The Knowledge-Centered methodology is based on a double-loop process “Solve-loop” and “Evolve-loop”, which creates unified knowledge repository that enhances the user participation and also improve the quality of the content for resolving customer complains.
Benefits of KCS or Knowledge Base adoption
Reusable well-structured contents, which are generated by three main stakeholder groups: Customers, Company, and Support Agents, is the core of any well-defined problem-solving processes. Hence, with the help of the agile Knowledge Base support can help businesses to resolve customer-facing incidents by providing more precise answers to customer requests and complains.
Moreover using Knowledge Base or Knowledge Center, as you may call it, businesses can make substantial savings in their operational costs- as knowledge-center support helps organizations to deliver exceptional customer service experience without acquiring additional third-party software or hire extra staffs for delivering quality support to its customers.
In other words, KCS is not something that you do in addition to solving issues, rather Knowledge Base does not replace the experience and knowledge of your support reps, but it complements them. Hence, businesses that have implemented KCS report have seen unforeseen improvements in incident/request resolutions, operating costs, a significant reduction in training times, customer satisfaction, and therefore, job satisfaction at the end.
How does it work?
KCS follows a continuous loop of capturing, structuring, and reusing contents.
Step #1
Capture Knowledge
Knowledge begins with the customer. When complains and requests come in, contents are created as by-products of the problem-resolution process. This means your content writers create appropriate customized contents, making relevant information easily searchable on your CRM and other apps.
Step # 2
Structure Knowledge
The best way to write content from the customer’s perspective is to work on a Form. This keeps things easy for the service agents and promotes consistency in the Knowledge Base.
Step #3
Reuse Knowledge
While working on customer issues, support agents can search through the Knowledge Base and then link multiple incidents to relevant articles, making sure that the team works from their collective knowledge.
Step #4
Improve Knowledge
The final step is to improve the quality of the content. When your support agents reuse articles in their problem-solving endeavors, they continuously review the content at the same time. This keeps the contents of the Knowledge Base up-to-date as it shares its ownership across the entire support team.
Thus, briefly, the collective wisdom of the Knowledge Base not only provides resources for the service desk, but it also provides an intellectual asset for organizational learning and aids onboarding new agents as they come and join the organization.
Now that you know about the utility of having a Knowledge Base ingrained in your customer support endeavors, write to us if you have any further suggestions in the comment box below.