A knowledge-based system as a management solution is an important tool to employ if you want to improve your customer service KPIs. The correct solution can make it easier for your agents to get the information they need to solve a customer’s problem quickly.
Knowledge management solutions, on the other hand, may offer a bewildering choice of alternatives. The following is a quick rundown of things to think about while choosing the best knowledge management solution for your needs.
Accuracy
Even if you have all of the necessary data in your database, will the new knowledge management platform be able to find it using regularly used phrases? For example, the product information required to upsell a customer differs from that required to file a warranty claim. Is it possible for the knowledge management solution to locate the correct answers?
Speed
Accuracy is essential, but so is speed. A knowledge management system that makes customers wait for the correct answer can quickly degrade your metrics. While waiting, your agents will talk more, and your service standards will suffer. We are all aware that time is money.
Relevancy
Will your knowledge-based system retrieve only the data that is relevant to your worker’s role, or will your worker waste valuable time sorting through irrelevant data? A good system would prioritize responses based on the role of your employees. To boost relevancy, you can manage tiers and basic inquiries.
Data Migration Ease
Migration might be a hassle, but it also provides an excellent opportunity to update and examine the current knowledge platform. You can make changes to improve accuracy, efficiency, and scannability. Furthermore, the vendor should have migration procedures in place to facilitate a smooth transition.
Analytics
Your knowledge management system should be able to generate scorecards that show the most popular search terms. This is critical information for training and mentoring new agents on how to respond promptly and accurately to frequently requested queries.
Content Updates and Additions
Your employees will find it simple to update and add information and content if you use a good knowledge management system. You should be able to add new search keywords without having to contact customer service.
Company-Wide Deployment
Using distinct knowledge management solutions for your sales team, contact center, and website creates company silos and increases administrative costs. According to several statistics, the majority of businesses employ various data stores. This large volume of data may appear to be a valuable resource, but it can be difficult to browse. A company-wide knowledge management system will improve information exchange and save administrative costs.
These criteria can be used to choose the right solution for improved sales support and customer service. Having the correct system in place will help you grow revenue while also improving customer service and creating a positive client experience.
It is also best to try out a few different knowledge management platforms before you begin to settle on the right one for your business. These are the primary features that one must focus on but having key added features specific to your business is a bonus in itself.
