KCS, SERVICE MANAGEMENT, SMAAS02 May
Creating a More Agile, Proactive Organization
Businesses today realize that they must focus on the customer experience to remain competitive. And they understand that part of a great customer experience is providing great customer service when an issue arises.
But wouldn’t the customer experience be infinitely better if the issue could be avoided in the first place? Or at least anticipated? That’s the concept behind the Enterprise Knowledge Hub, where everyone in the organization accesses and contributes to the knowledge base.
A Bigger, Better Knowledge Base for Customer Support
As more departments contribute to the enterprise knowledge, the more complete and up-to-date your knowledge base becomes. This eliminates duplication of effort and enables agents to quickly provide customers with the answers they’re looking for.
When everyone across the organization has access to enterprise knowledge and knows what people are searching for, you can serve your customers better. For example:
- Customer Support can anticipate problems based on past customer issues.
- Self-service users and social communities can be given access to the articles that are relevant to them. Their comments and conversations can be incorporated into the enterprise knowledge to further enhance it.
- Field Service engineers access the centralized knowledge from any geographic location via web or mobile self-service.
- Product Management can analyze the knowledge base to discover what people (customers, agents, people in the field, etc.) are searching for. In this way they become aware of common issues that the company should address in product development (problem management). This would eliminate the issues in the future and improve the customer experience with your product or service.
- Sales and Marketing can mine the knowledge base analytics to better understand customer needs and promote your product or service accordingly.
Other departments such as HR, Legal and Finance also contribute to the knowledge base, creating a single source of knowledge for the entire organization.
For multi-national organizations, having multi-lingual knowledge stored in one place simplifies access.
Everyone’s in the Loop
No one likes to be out of the loop and everyone wants to be socially valued. Sharing knowledge enterprise-wide enhances communication, cooperation, productivity and employee satisfaction.
We all know that a smoother running operation serves customers better. Centralized enterprise knowledge, accessible by all, makes the entire organization smarter and more effective.